Chapter 15. Redesigning Your Business for Customer-Centricity
In this chapter
Make the Customer the Basis for CRM Design
Integrate CRM Across the Enterprise
Adopt the Strategic View
Manage Customer Information as an Asset
Fuse Traditional and e-Channels
Utilize CRM Across Business Models
Understand Your Business Process
From Business Ambiguity to Technical Precision
Enabling Customer-Centric Processes with Microsoft CRM
Architecting a Shorter Time-to-Market
Use Case Corner
Summary
The customer-driven enterprise is the one that will sustain business advantage in today's tough marketplace. Customer-centric analysis of your data can help you answer the following questions:
What are the values favored by clients? (Time? Participation? Place? Information availability?) ...
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