Role of customers in strategic planning process
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Title: Role of customers in strategic planning process

Essay Details:

Subject: Business
Date: April 23, 2014
Level: University
Grade: A
Length: 1 / 258

Essay text:

Companies are embracing CRM as a major element of corporate strategy, because current technological applications permit a precise segmentation, profiling and targeting of customers, and the competitive pressures of the markets require a customer-centric corporate culture. The implementation of CRM in “best-in-class” organisation determines a complex restructuring of all organisational elements and processes. Strategic Planning Process is customer-driven and incorporates a rigorous system of goals and performance indicators. Culture change happens. In some cases, a culture change is precipitated by the implementation of a customer-driven strategic planning process; in other cases, it is the culture change that actually is facilitated by the accomplishment of the customer-driven planning process...

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