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Chapter 15. Redesigning Your Business for Customer-Centricity

Chapter 15. Redesigning Your Business for Customer-Centricity

In this chapter

Make the Customer the Basis for CRM Design

Integrate CRM Across the Enterprise

Adopt the Strategic View

Manage Customer Information as an Asset

Fuse Traditional and e-Channels

Utilize CRM Across Business Models

Understand Your Business Process

From Business Ambiguity to Technical Precision

Enabling Customer-Centric Processes with Microsoft CRM

Architecting a Shorter Time-to-Market

Use Case Corner

Summary

The customer-driven enterprise is the one that will sustain business advantage in today's tough marketplace. Customer-centric analysis of your data can help you answer the following questions:


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