just an isolated or siloed strategy. Gartner's definition is shown in Figure 1.
Figure 1: Gartner Group's Eight Levels of CRM
Gartner has defined CRM using both purely technologically-based approaches and the processes that occur in any company looking to serve customers. Yet the most important area of this graphic is the interaction of the valued customer experience and organizational collaboration. At the store level of the example of the manager short two cashiers, its' clear from looking at this graphic of CRM in Figure 1 and also considering the significant investment in building demand that it is unthinkable to do nothing and just try to make the sale work with the two cashiers and the manager working the entire store.
What needs to happen is that the manager needs to immediately call, instant message or e-mail their manager and tell them that given the two cashiers being out sick there needs to actually be four more employees brought in. The reasons for asking for a more than doubling of the existing staff in the store include the following reasons:
For many shoppers this will be their first experience with the store given how heavily promoted the sale has been. it's critical these customers get exceptional service and also find assistance in the store when they need it. The store, the manager needs to remind their manager, is just as much about selling products as it is about building relationships. Erring on the side of spending during the sale to build customer relationships is even more important than having enough associates on hand to sell the products. The manager needs to think "relationships: and not so much "transactions."
The need to have the fastest and most accurate cashiers the store has on staff on the registers during the...
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