On The Insider: Backseat Confessions with Levi Johnston
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Overview:

CRM presupposes the existence of an effective CRM strategy - a solid way to manage customer relationships in the first place. Once a CRM strategy is in place, a customer-centric database provides the foundation. Next, enabling technologies such as real-time event management allow companies to customize customer interactions based on knowledge obtained from the customer. Then the entire organization and the marketing and customer service process must be aligned to support CRM. Finally, companies must apply this information in innovative ways to optimize customer relationships.

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