Brendler & Loyle (2001) proposed eight key factors in CRM, including establishing
and delivering a definite vision, understanding organizational culture, improving business
operation process before introducing new technology, delivering the anticipation of
leaders in business management, acquiring support of top managers, selecting
management project evaluation, training participants, managers promising to change and
solve all possible obstacles.
Brendler & Loyle (2001) proposed eight key factors in CRM, including establishingand delivering a definite vision, understanding organizational culture, improving businessoperation process before introducing new technology, delivering the anticipation ofleaders in business management, acquiring support of top managers, selectingmanagement project evaluation, training participants, managers promising to change andsolve all possible obstacles.
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