By Will Sturgeon
Published: Tuesday 14 March 2006
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Name
Sarah
Location
Ilford, Essex
Occupation
IT Consultant
Comment
As I learnt years ago, Customer Relationship Management is a business methodology which needs to run through the very fabric of an organisation, both with external clients and colleagues (internal customers).
In recent years it seems that CRM has been hijacked by the IT industry to sell solutions which claim to "do this for their client".
It seems to me that we may finally see that it is more than just IT.
Hopefully .... then we might get somewhere with a concept of real customer service. As we move towards a more service-driven world with greater choice for the consumer, it will become essential for organisations to understand and implement this concept.
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