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Answer» CRM is disciplined business strategy. CRM technology is the driver of the strategy:
- Technology, in the form of NETWORKED collaboration, communication, knowledge management and automated electronic processes can enable different groups WITHIN the company to work seamlessly as one unit to fulfill the CRM vision.
- The accepted definition of CRM technology is GENERALLY accepted to apply to "front office" processes.
- CRM technology mandates that all interactions between the customer and the company are RECORDED and stored in a central information database, which can be shared with anyone in the company who contributes to processing the customer's transaction.
- CRM technology FULFILS the vision of CRM are through the streamlining of processes and the acquisition of information to form knowledge about the customer.
CRM is disciplined business strategy. CRM technology is the driver of the strategy:
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