CUSTOMER RELATIONSHIP MANAGEMENT VERSUS TRANSACTIONAL MANAGEMENT AS A CHANNEL STRATEGY

Customer relationship management versus transactional management as a channel strategy

Customer relationship management versus transactional management as a channel strategy

CRM

Customer relationship management (CRM) is back! What a difference a few decades makes. Not so long ago the company META Group reported that a survey found that 70-75% of all CRM initiatives have failed. It was yesterday. It is today. CRM Guru reports that 67% of CRM implementation in successful ROI. Oh, it's amazing what can happen when institutions move beyond treatment of CRM as a special "skunk work" operation as a formally structured ...