Customer Relationship Management

The new millennium is in the midst of explosive change witnessing rapidly changing market conditions, volatile equity markets, reconstructed value chains, and new global competitors. Customers themselves are changing, and natural customer loyalty is a thing of past. Little wonder then, that the concept of customer relationship management (CRM) has taken center stage in the business world for sustainable business advantage. Long-term success requires a great customer relationship management strategy. A technology-enabled CRM strategy to meet customer-focused objectives involves the vast majority of any organization's activity.

There's no doubt that customer relationship management (CRM) has become a top priority for companies seeking to gain competitive advantage in today's stormy economy. However, confusion reigns about exactly what CRM is, how to best implement it, or even what role it should play in enhancing customer interaction.

This paper describes how CRM-focus