Examining automation in e-crm

E-CRM AND AUTOMATION   At the end of this lesson, readers should be to: Discuss the role of e-CRM in Automation Discuss the disadvantages of e- CRM   Definition: E… Read more »

Preparatory phase activities of CRM

PREPARATORY PHASE ACTIVITIES OBJECTIVE OF THIS ARTICLE At the end of this lesson, readers should be able to: Define the CRM vision Assess Organisation’s readiness Audit the IS/IT infrastructure. THE… Read more »

Examining multi-channel strategy in CRM

MULTI-CHANNEL STRATEGY Definition When we talk of multi-channels strategy, we are taking about the gradual evolution of the various touch point through which organisations increase customers experience. In developing these… Read more »

Revisiting customer centricity in CRM

  At the end of this lesson, readers should be able to: Define collaborative customer-centric Enterprise. Discuss its benefits to CCEs   When Organisation’s are established, they provide access and… Read more »