Replace the stereotype of the customer with a more complex, segmented and multi-faceted picture
If employees believe that all customers are the same, information will be discarded and useless
Continually solicit customer feedback
Learn about the their experience
Negative comments point to what is problematic, and what can be improved
Employees should be responsible for following each instance of from initiation to resolution
III. Web-based CRM and organizational change
| Previous slide | Next slide | Back to first slide | View graphic version |