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CRM Implementation: Hard vs. Soft Strategies by dahujaa is a document available to read on EtoBox.

What is CRM Implementation: Hard vs. Soft Strategies about?

The document discusses two approaches to customer relationship management (CRM) implementation - a "hard" approach focused on analytics, centralization, and ad campaign management, and a "soft" approach focused on decentralized customer experience management at touchpoints. It notes that companies taking a "hard" approach often lack a clear strategic understanding of the CRM project before defining technical requirements. The introduction discusses how interest in long-term customer relationships and loyalt

Author

dahujaa

Language

EN