Traditional Customer Information Systems (CIS) have been premise centric as opposed to customer centric. Traditional buyers in the federal sector are beginning to demand enhanced customer service and more channels of interaction from their providers. The Defense Logistics Agency (DLA) is creating a marketing strategy to enhance customer loyalty, introducing tools that support that strategy, and enhancing customer service. The DLA’s CRM initiative will allow it to gain customer insight and then translate this insight into action, says James Ray Bandy.”]
Source: https://www.csoonline.com/article/2117257/crm-in-the-federal-sector—insight-into-action.html