Benjamin Moore's big brush with CRM

摘要

In her former life as an IT consultant, Nathalie Dore saw one company try and fail three times to operate a customer relationship management (CRM) system before the firm gave up on the concept. Flash forward to the present day, and Dore is determined that the same fate won't befall Benjamin Moore & Co.'s CRM implementation. As the paint manufacturer's national manager, organizational learning and effectiveness, Dore plays a pivotal role in Benjamin Moore's CRM strategy. Her memory of that ill-fated implementation at another corporation gives her the insight to know the right way and the wrong way to go about it.