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Driving CRM value through a coherent information strategy

Behind every successful CRM program is a coherent information strategy. It’s not enough to simply collect and report data. CRM must learn how to ask good questions, too. The ability to execute starts with a plan, an Information Strategy, for learning about your customer and using that insight to drive the customer experience.

David Ormesher presented best practices for overcoming the Insight and Execution Gap, developing “Golden Questions,” and implementing the Five Steps to an Information Strategy at the 9th Original Forum on Customer Relationship Management (CRM) for the Bio/Pharmaceutical Industry, held in New York City on October 16–17, 2006.