- The three key issues with a lean approach in CRM
- CEM is valuable in today's web-enabled world
- True efficiency isn’t simply about reducing cost-to-serve
- Balancing the ultimate customer experience with appropriate cost
Organisations and businesses need to evolve to develop with the world around them, while simultaneously seeking to improve and do better as they move forward. There are many strategies and theories on how to do this in a business context but one case that is often referenced is the dramatic affect that lean principles had when employed by Japanese car manufacturers in the 80’s. Since then, the lean approach has been adopted and modified with many spin-offs and a variation of it has more recently emerged in the CRM sector.
The core focus of lean engineering approaches has always been to look at the processes within the enterprise. Efficiency and, ultimately, cost saving is derived by measuring these processes and improving them to positively impact on key performance indicators. While it has undoubtedly had some success stories from a CRM perspective, lean engineering has never really gained traction outside of manufacturing and its relevance in today’s socially networked, web-enabled world could be called into question.
