Customer relationship management harvard business review

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  • What is CRM Harvard business Review?

    Customer relationship management - HBR..

It's possible to use CRM systems to manage the entire customer relationship cycle all at once—initial purchase, after-sales service, subsequent purchases, 

Can relational intelligence improve customer relationship management?

Reorienting the marketing function around relational intelligence and disseminating it throughout the organization will help address this failure and—at long last—fulfill the promise of customer relationship management

A version of this article appeared in the July–August 2014 issue of Harvard Business Review

Do CRM companies understand customer relationships?

Despite the “R” in CRM and the $11 billion spent on CRM software annually, many companies don’t understand customer relationships at all

They lack relational intelligence —that is, they aren’t aware of the variety of relationships customers can have with a firm and don’t know how to reinforce or change those connections

Why is Customer-Relationship Management important?

That makes it critical that your organization use a flexible, scalable, easy-to-use customer-relationship management (CRM) platform that includes all the tools and data-sharing capability employees need to give their customers a seamless CX

There’s no getting around it: A CRM program involves complicated business and technology issues and requires

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