Customer Relationship Management: Integrating People, Process and Technology to Maximize Customer Relationships

Marriott at Metro Center, 775 12th Street, NW
Washington, DC
September 26, 2001

CRM is a comprehensive approach that provides seamless coordination between sales, customer service, marketing, field support and other customer related functions. Simply put, CRM integrates people, process and technology to maximize relationships with all your customers including eCustomers, distribution channel members, internal customers and suppliers. Increasingly, CRM leverages the Internet to develop, nurture and retain those important relationships.

In government, the idea that the customer needs to be served is one that is now just gaining momentum. Whether it’s serving the public or interacting with suppliers, government managers are just now beginning to implement systems to handle their customer relations. And as time goes on, these systems increasingly need to be open and web-based.

Topics for the CRM seminar include: