The Organization's Maturity and Competence in CM Management
Jul 20,2008 00:00
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The Organization's Maturity and Competence in CM Management
Figure 16.3 shows the ROI planned for a number of companies at different stages of customer management maturity. How CM investment pays back varies by the company's CM maturity. Companies that manage their customers especially badly are likely to see a much greater benefit but from a higher level of investment, over a longer period of time. They have more to invest and more to gain.
