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The growing forces of increasing global competition, continuing customer demands, and the significant revolution in Commercial Off The Shelf (COTS) solutions, especially Customer Relationship Management (CRM) applications, have together put pressure upon many organizations to implement CRM solutions and to switch their organizational processes from being product-centric to being customer-centric. A CRM initiative is not only technology; it is a business strategy supported by technology which automates and enhances the processes associated with managing customer relationships. By the end of 2010, it is predicted that companies will be spending almost $11 billion yearly on CRM solutions.
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