CRM vision - Building a market position against competitors with defined value propositions based on requirements, personified by the brand and communicated CRM strategies - Turning the customer base into an asset via delivery of customer value propositions (CVPs). A strategy provides objectives (for example, development) and defines how resources will be used in interaction. Valued customer experience- - Ensuring that the propositions have value to customers and the company, achieve the market position and are delivered consistently. Organizational collaboration collaboration collaboration - Involving the changing of culture, structures and behaviors to ensure that staff, partners and suppliers work together to deliver what is promised. Processes - Managing customer lifecycle processes, processes in analysis and planning that build customer knowledge. Information - Getting the right data to the right people at the right time. Technology - - Managing data and information, customer-facing applications, and supporting IT infrastructure and architecture. Metrics - Defining internal and external measures of CRM success and failure.