The term customer care has typically been associated with problem solving. But customer care is changing significantly. Click here to read The Wired Workforce Published in MWorld , the international e-zine for the American Management Association . We are currently at the crossroads of re-thinking how business is conducted. Click here to read The Culture of CRM by William Brendler Featured in Customer Contact , CSM's newsletter.
People are our most important asset.
Defining Your Company's CRM Rules of Engagement To succeed at CRM, first develop guidelines for engaging different levels of your company. Certainly, no one expects a CEO to design data profiling screens, or a software developer to determine how the company should face its marketplace. If so, you are most likely dealing with competitive challenges that have increased exponentially You probably have lost sleep over this formidable challenge. A two part article in which Bill Brendler shares his views on why executives must lead the charge if successful change is to occur. And David Sims somehow makes a connection between Victoria's Secret and Call Centers.