Verizon VP on the Role Term Paper

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Verizon must never stop investing on CRM since it is one of the tools that can help it gain competitive advantage (Suresh,2002)

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As noted by Iriana and Buttle (2006) organizational culture is a crucial factor in the enabling or disabling of the various desirable outcome of CRM. It is therefore important that all the other related issues like the commitment of senior management as well as the willingness of the other employees in supporting the initiative come into play. Al organizations must have a customer focused behavior. VP Blue and VP Green being part of the senior management team must be tolerant of each other opinion.

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They must also let the customer response be the determining factor on te fate of every CRM function. Further more, it has been noted that the factor that are important for the success of a given CRM system are information sharing, supportive relationships, innovations adaptive and responsive attitudes as well as a high degree of risk taking (Iriana and Buttle (2006). The senior management must therefore collaborate towards the achievement of a common goal. As Marchand (2011) puts it, one should focus on the customers, not the technology......

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