Customer Relationship Management At Dell

Customer Relationship Management At Dell

Introduction Customer Relationship Management (CRM), as defined by Anderson and Narus, “is the bundling of customer strategy and processes, supported by relevant software, for the purpose of improving customer loyalty and, eventually, corporate profitability.” Consultants Rigby, Reichheld and Schefter have mentioned the imperatives of CRM as “acquiring the right customer, crafting the right value proposition, […]