At the most basic level, these include things like profitability, worldwide recognition, and high stockholder value. To achieve your goals, you establish strategies, such as designing innovative products, focusing on international markets, and establishing long-term relationships with customers. Executing strategies requires plans. These are the measurable goals of each plan, such as maintaining a 60 percent customer retention rate or lowering product return rates to less than 20 percent. For example, you might establish a 24 x 7 call center or create a data warehouse that consolidates all customer information.
Customer relationships are, in themselves, a strategic concern.
The plans lay out how to establish the relationships. And CRM technologies are implemented at a tactical level in support of the strategy. CRM becomes part of the plan to implement the strategy, which will be measured by CRM-oriented objectives. These objectives will be met by CRM tactics. Sales Force Automation.