Customer relationship management

CRM matters more in some organisations than in others. The industries where it is most dominant are: financial services, utilities, retail and travel and leisure.

Customer relationship management

Professor Hugh WilsonCranfield School of Management

Professor Hugh Wilson of Cranfield School of Management describes the ten dimensions of world-class CRM in a multichannel world.

CRM has been around for some time. We all know the theory. It's meant to be about the management of individual customer relationships across functions, channels and products so as to maximise customer satisfaction and lifetime value. In complex multichannel organisations, this can't be done without significant amounts of IT. But somehow, even today, the IT ends up taking over and customer relationships don't change much, if at all.

Maybe we...

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