Three Es of CRM
With product lifecycles accelerating and pricing pressures increasing, organizations must focus on delivering unique customer experiences to differentiate

functional components of crm  CRM Phase II, a functional structure will, at the very, least slow change and could completely shut down opportunities for competitive advantage. In our first two case studies, the initiatives were driven directly by the CEO. The champion must have enough organizational clout to drive a cultural shift in thinking and interacting with customers. More and more, a Chief Customer Officer (CCO) is emerging in the organizational structure to lead this change. What steps should the CCO undertake? TSC has worked

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