The customer relationship management process provides the structure for how the relationships with customers will be developed and maintained
The goal is to segment customers based on their value over time and increase customer loyalty by providing customized products and services.
Cross-functional customer teams tailor Product and Service Agreements (PSA) to meet the needs of key accounts and for segments of other customers.
Performance reports are designed to measure the profitability of individual customers as well as the firm’s impact on the financial performance of customers.