Bridging the gap - How to make customer management strategies real

In association with
11th Mar 2005

One of the critical phases in delivering Customer Management projects is the translation of strategic vision into a workable blueprint for operations. The sticking point tends to be how do we distil strategic concepts into business processes, organisational structures, I.T. requirements and measurement systems? In this article I will share some ways of thinking and helpful tools which I have useful to bridge the gap from strategy to operations.

About the author

Alison Zakers is a Customer Management consultant and executive coach. Following an MBA at Cranfield, she worked at Accenture within the CRM team. She has worked across consulting, project management and operational roles, where she has managed and developed innovative Customer Management capabilities. She specialises in translating strategy to pragmatic operating models integrating process, organisation and I.T. Alison lives in Nantwich, Cheshire with her husband and two children.
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