Question

To overcome the challenges of creating a" 360-degree view" of the customer in the global marketplace, what do industry experts recommend?

A. Create a unique CRM program for each country
B. Use the same CRM program being used in the home country
C. Introduce CRM in phases
D. Regionalize the CRM program
E. Don't try. It's impossible to create a 360-degree view of a different culture.

Answer 1

To create a "360-degree view" of the customer in the global marketplace, it's recommended to introduce CRM in phases, foster cultural competence, collect relevant information, and maintain cultural awareness.

Step-by-step explanation:

To overcome the challenges of creating a "360-degree view" of the customer in the global marketplace, industry experts suggest a multifaceted approach. Introducing a Customer Relationship Management (CRM) system in phases allows for gradual adaptation to different cultures and the management of large amounts of information. This also involves fostering cultural competence within the organization to ensure effective communication and collaboration. It is important to gather information from customers and other stakeholders, seek expert knowledge, and perform a root cause analysis to identify real problems.

Crucially, while striving for a 360-degree view, we must recognize the inherent limitations and continuously strive to develop cultural awareness and empathy. Maintaining a critical yet respectful attitude helps in understanding diverse customer bases without the imposition of one's own cultural biases.