Question

Explain why Customer Relationship Management strategy must be aligned to the organization's mission, purpose and business strategies.

Answer 1

Customer Relationship Management (CRM) strategy must be aligned to company's mission, purpose and business strategies due to the following reasons:

1. It needs to communicate a consistent message externally about the organization

2. To effectively communicate the similar strategy among employees and departments, i.e. the employees should know the similar strategy in all departments and everyone is working in the same direction

3. To achieve a sustainable business objectives

4. To achieve customer relationships and satisfaction profitably

5. To retain the company's brand image in a single intended direction