Unleashing Value Disciplines in CRM Strategies
Explore the different value disciplines in CRM strategies - customer relationship focus, product innovation, and internal process optimization. Learn how organizations can amaze customers, push limits, and enhance selling strategies to achieve success in today's competitive market.
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Presentation Transcript
CRM. Chapter 7 Value disciplines
Treacy AND Wiersema (1996) Company want to amaze its customers!, push the limits
Some organizations will concentrate on their relationship with their customers (to increase customer satisfaction and retention by better understanding the customer's needs and preferences). Other organizations will focus on their products (constantly developing new ideas and getting them to market quickly). The third group of organizations focus primarily on themselves and their internal processes (sharing best practices between different units, reducing costs and improving efficiency).
