Customers control CRM.Customers, not businesses, will shape the future of CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. strategies, according to according to prep. 1. As stated or indicated by; on the authority of: according to historians. 2. In keeping with: according to instructions. 3. Swallow Information Systems. In a new White Paper, the company explains why the Internet has switched the balance of power in a relationship to the consumer, and how businesses must adapt to manage the new style of customer more effectively. Swallow proposes a C2B C2B Consumer to Business (consumers naming their price for various products or services) C2B Command and Control Battlelab C2B Consulting to Business C2B Commerce to Business C2B Customer to Business C2B Client to Business model rather than B2C (Business to Consumer) Refers to a business communicating with or selling to an individual rather than a company. See B2B. as more appropriate for managing customer relationships in the Internet era. The paper introduces a practical approach to managing customers by focusing on fast, alert response when they do contact the company, rather than trying to target millions of shoppers on an individual basis. Swallow advises stripping out the emotive, personality-based components from CRM and making the process more dynamic. In short, taking the 'R' out of CRM and concentrating on managing contact rather than the relationship. |
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