The ABCs of CRM A fully informed view of how a customer relates to your business allows you to provide the best service, to measure their actual value to your business, to decide how to increase that value over time, and to learn what makes a good prospect so you can decide how to acquire your Good Customers of tomorrow. Segment - then, with this insight you can build your segments then track and analyze these segments. Measure - lastly, use your segments to execute better campaign activities within your budget. An integrated CRM strategy allows you to execute a consistent treatment across all channels for both inbound and outbound ABC activity, to learn as you go, and to better allocate your resources. The ABCs of CRM are concurrent processes that underlie selling both to consumers and also to business decision-makers.
Many companies increasingly operate in both environments.