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.
Executive Summary
Formulating and Implementing a Customer-Centric Strategy
By Ram Reddy
Posted April 30, 2001 | Leadership |
About The Author
Ram Reddy most recently served as Vice President for IT Strategy and Projects at Jacobs Engineering Corporation (JEC). He was awarded Computerworld’s Premier 100 IT Leaders award in 2015 for helping implement a “follow the sun” IT support model for JEC’s global workforce.
Prior to joining JEC, Mr. Reddy held multiple IT leadership positions, including Chief Enterprise Architect and Director of Enterprise Applications at SAIC (a major aerospace/… Read More
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