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What is Enhancing CRM Through Customer Insights about?

CRM requires understanding customer needs through three building blocks: 1) Insight into customer decision-making processes and emotional needs, 2) Detailed customer information on demographics, transactions, and profitability, and 3) Advanced IT systems to integrate information across functions. However, many CRMs fail to capture insights into customer needs, instead focusing only on basic transaction data. A framework is proposed to help managers develop a full understanding of customers through thoughtfu

Author

le mr

Language

EN