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Information about MarketsAssumptions about CustomersData of the External EnvironmentOrganisational EnvironmentWeak SignalsKnowledge and UncertaintyTime MatrixFuture PresentLimited RationalityCRM and ERP
more>>The UnexpectedData of the Internal EnvironmentPresent FutureInternally orientatedCoordination of ComplexityGuiding Process Decision OrientationProblems of RationalityRational Choice TheoryRationality and ChaosRationality and the UnexpectedThe Risks of PlanningTop Teams and Goal SettingInfinite Complexity

CRM and ERP

CRM (Customer Relationship Management) has, for a long time, been the label under which organisations bundle the external orientation of decisions. Here, the customer rules: it revolves around individual and long-term relationships, improved service, early perception of customer concerns, the distinction between profitable and less profitable customers, effective and efficient processes, and finally, IT supported systems.