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CRM needs to be re-positioned as a shareholder value creation approach. Narrow functionally-based traditional marketing is being replaced by a new form of cross-functional relationship management. In order to succeed with this new approach, it is essential to understand both the economics of customer acquisition and customer retention and the key contribution that information technology can make. As competition increases, so too does the need for superior CRM strategies. This webcast focuses on the key processes in CRM strategy and the critical importance of "Customer experience management." Calling on a range of "Best-in-class" organisations, the presenter provides examples that demonstrate best practice illustrating the relationship between employee satisfaction, customer satisfaction, profitability and shareholder value.

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Meet Doc

  • Here to help you with your Document Management Needs
  • Doc is an enigma. Born to a Russian ballerina and a German electrical engineer, he grew up in various locations in the United States. He’s seen the insides of more brands, versions, and generations of printer and printer-related hardware than almost anyone.
  • To learn more about this mysterious figure check out his blog on ZDNet and his Workspace on TechRepublic. You’ll be glad you did.
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