CRM Backwards explains CRM from customer perspective and exposes critical flaw in trasitional CRM technology and deployment design. CRM Backwards identifies key areas for innovation and new thinking around managing customers and monetizing customer relationships. The CxC Matrix or Customer Experience Matrix presented is the industry standard for visualizing and monetizing customer experience. The CxC Customer Experience Matrix was designed using a combination of Activity Based Costing (ABC) cost accounting methods for financial department integrity and Zachman Framework-like business process management (BPM) design and structure for design, implementation and rules management integrity MRHoffman, author Customer Worthy, provides detailed notes for this presentation downloadable below. |
|
|
|
Customer Worthy News >
CRM Backwards as seen on Slideshare.netposted Jan 20, 2012 7:49 AM by Michael R Hoffman [ updated Feb 7, 2012 3:14 PM ] |