Customer Relationship Management

Do not be missled by the title of this chapter.

We know Customer Relationship Management (CRM) is not a priority on the management agenda anymore. The hype is over, and CRM is now categorized as multi-million dollar initiatives, including complex technical tools and the inevitable change managemant programs.
If you are interested in information, experience and methods regarding
- lead management
- customer acquisition
- customer satisfaction
- customer retention
- etc....
then you can keep on reading, because those are issues that are described within our view on what "customer relationship management" really is about.

Within Crowne Associates we use this pyramid-model to position different aspects of Customer Communication, Customer Interaction and Customer Relationship Management (CRM).

On top of the pyramid we have CRM, which we define as a business strategy.

On a tactical level, we define Contact Management as a concept with the goal to secure a professional customer contact process.

Call Centers and E-Commerce are both part of channel management that can be positioned on an operational level.

Click on the level of interest, to get more details.