Knowledge-Based CRM: A Map


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Date: January 2008
Type: White Paper
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Overview: This paper focuses on proactive Customer Relationship Management (CRM). It does not explicitly examine the reactive activities involved in customer support and dealing with feedback. Proactive CRM has two laws, three main activities and depends on two main tools. Customer Relationship Management is defined as the set of tools, processes and technologies that help a business to attract retain and develop high-value customers. That definition could be unpacked substantially, but it will serve the purpose in expressing the two key concepts of high value customers (as opposed to low value customers) and a customer lifecycle from entry into relationship, and departure.

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