Pedraza (2000) proposed twelve principles for successfully establishing CRM that a
successful CRM system should be (1) flexible, (2) stable, and (3) customer-focused, (4)
master the functions and limits of information technology, (5) emphasize prior customers,
(6) create public praise, (7) collect complete, proper, correct, and instant information, (8)
establish powerful analyzing functions, (9) integrate marketing into enterprise activities,
(10) emphasize customer interaction and conversation, (11) provide all-day operation
activities, and (12) cultivate creation and innovation abilities of employees.
Pedraza (2000) proposed twelve principles for successfully establishing CRM that asuccessful CRM system should be (1) flexible, (2) stable, and (3) customer-focused, (4)master the functions and limits of information technology, (5) emphasize prior customers,(6) create public praise, (7) collect complete, proper, correct, and instant information, (8)establish powerful analyzing functions, (9) integrate marketing into enterprise activities,(10) emphasize customer interaction and conversation, (11) provide all-day operationactivities, and (12) cultivate creation and innovation abilities of employees.
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