Let the Customer Drive Your Business with “Lean CRM”
Original Post: 7/19/2004
When Michael Hammer wrote his now infamous book, Reengineering the Corporation, his recommendation was to start business process reengineering (BPR) as close to the customer as possible and then work back into the company, cutting costs and headcount as you went. At least that was the theory.
The bitter experience of most companie…