Beyond Consumerism: Know Your Customers Needs, before They Do!

11th Dec 2000
This in-depth study considers current trends in CRM and the potential impact of IT. The paper begins by assessing the driving factors behind the current customer transition and presents concrete steps for action. The key message of this article is know your customer in detail; where, when, how much, how often, to whom, with whom etc. and apply that knowledge to the customers advantage. As for implementation, the paper argues, all the data is already there. IT can provide the answers as many companies have demonstrated. The question is: can the IT infrastructure provide this in the timeframe it is needed? This article is illustrated with several graphs and diagrams.

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