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?)
How are these values changing?
Who values what?
What are client relationships?
What is profitability of client relationship?
What products do a client select?
Which competitor's products are selected by client?
What is client's level of satisfaction with the product?
Are there additional needs for product?
What are client's household relationships?
What is the history of contacts with the client?
What is the profitability by segment, product, geo-code, and so on?
Take the steps recommended in this chapter to make your business more customer-focused.
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