KLM case
From wikikotten
How difficult will it be to get CRM beyond marketing into the rest of KLM
PRo's
- they just won a reward, hyped by attention, proof that is worth it
- it is in the strategy, "a more direct relationship with its customers"
- support Paul Gregorowitsch (VP)
Contra
- Parts of KLM still in an operations mode, not so much customer centric
- Still al lot of work in own department
- bad experience with broad scòpe ICT projects (1997)
- Merger with Air France
