I'm currently conducting a study on "Points to Succeed CRM". I have looked through documents, but I do not know the exact year CRM was introduced to the United States. It seems to be in the mid-1990s. If you know, please advise.
A: It is said that the term "CRM" first came to be used as a method of improving the management of the company by IBM around 1994. It was an era when Michael Hammer's Business Process Reengineering (BPR) was called out and a storm of mass layoffs hit. The deadly challenge for IBM was the productivity of sales.
Since there is a limit to efficiency of the sales are streamlined, positioning the sales as a company-wide innovation may have been the original meaning of CRM. There is a term "SFA" which refers to operational reforms focused on sales, and it can be inferred that there was the flow of business innovation as a customer-based business model throughout the company as a background to the reason to go beyond it.
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