just an isolated or siloed strategy. Gartner's definition is shown in Figure 1.

Figure 1: Gartner Group's Eight Levels of CRM

Gartner has defined CRM using both purely technologically-based approaches and the processes that occur in any company looking to serve customers. Yet the most important area of this graphic is the interaction of the valued customer experience and organizational collaboration. At the store level of the example of the manager short two cashiers, its' clear from looking at this graphic of CRM in Figure 1 and also considering the significant investment in building demand that it is unthinkable to do nothing and just try to make the sale work with the two cashiers and the manager working the entire store.

What needs to happen is that the manager needs to immediately call, instant message or e-mail their manager and tell them that given the two cashiers being out sick...
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