But hold on. It may have a great CRM strategy, but it doesn't have a true customer relationship perspective. A company can't be customer-centric if it ignores the foundations of the experience. Surveys routinely show that more than half of all e-business sites send this signal. But they boast of how much they care about the customer.
Credit is at the very core of every commercial relationship.
While credit cards handle payment for a product or service, they don't address financing terms, lines of credit, loans or leasing, payment schedules and the like. The third question falls outside the control and possibly the influence of most people. But the way it's answered sends a very clear signal about the priority that top management really places on the customer relationship. Sales staff are rewarded for meeting quotas and, in many instances, pushing the product of the month. Production is incented to meet budgets and control costs.