Formulating and Implementing a Customer-Centric Strategy

by Ram Reddy

The accompanying Executive Report discusses the reasons for the high failure rates of customer relationship management (CRM) system implementations. It also recommends an approach to developing and implementing a customer-focused strategy that increases the chances of success. Lack of an actionable customer-centric (CC) strategy that is aligned with overall corporate objectives is identified as a major culprit in CRM program failures.

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Formulating and Implementing a Customer-Centric Strategy May 2001