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Technology: Shaping Tomorrow - Once More, With Feeling - Banks That Solely Implement Customer Relationship Management At An Internal Sales Management Level Rather Than For Improving Customer Service Are Missing The Point, Says Chris Skinner.

Publication: The Banker
Publication Date: 01-JUN-04
Format: Online - approximately 442 words
Delivery: Immediate Online Access

Article Excerpt
In the early 1990s, firms flocked to business process re-engineering (BPR). BPR focused on taking tired, old business processes and giving them a fresh injection of ideas. The dream was to increase revenues and reduce costs, but most firms failed to realise this dream.

The issue lay with tinkering around with processes rather than radically transforming the business around customers' needs. We now live in...



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