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C2CRM Whitepaper: To Optimize CRM, Change the Corporate Mindset
Call Center Software Featured Articles
December 04, 2009


C2CRM Whitepaper: To Optimize CRM, Change the Corporate Mindset


By Susan J. Campbell
TMCnet Contributing Editor

Customer Relationship Management is an important part of a company’s success, but is often associated with technology and relegated to the IT department. What many organizational leaders fail to understand is that CRM is not a technical issue, but instead is an organizational mindset. This mindset is evaluated through three different elements of the company, which include the people or culture, business processes and the use of technology.


In a new whitepaper, C2CRM, a company that specializes in workflow automation, e-commerce and CRM software, provides interesting insight into the dynamics of CRM in the enterprise. The key focus of this innovative provider is to change the mindset in order to maximize the potential of CRM. If a company were to take C2CRM’s approach to CRM and its implementation, it would be well positioned to increase profitability, service levels and employee productivity.  

Interestingly enough, C2CRM explains that 60 percent of CRM strategy revolves around the culture of the company; 30 percent deals with processes; and 10 percent surrounds technology. If executives were to realize that this distribution of CRM throughout the enterprise is the most effective path on which to achieve success, the overall culture could easily be changed to drive optimal success.

To view this whitepaper in its entirety, click CRM: Defining the Value of Customer Loyalty During Tough Economic Times. This whitepaper examines the dynamics within the enterprise surrounding CRM and provides keen insight into how you can change your culture to embrace the full opportunity presented by robust CRM solutions. In changing the mindset, a company can change its drive toward success.  


Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

Edited by Amy Tierney

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