Customer orientation: the cornerstone of the CRM approach

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The 2017 Italian-Libyan MoU is a chilling example of why this is critical and can have fatal consequences. The 2017 MoU was signed to reinforce border security and fight illegal immigration and human trafficking, and is now the basis for the call on the Office of the Prosecutor of the International Criminal Court to investigate Italy for war crimes and crimes against humanity, for its alleged complicity in torture and other gross violations of human rights resulting from illegal pushbacks and industry email list support to Libyan authorities. The 2017 MoU contained a human rights clause (Article 5), where the parties committed “to interpret and apply the present Memorandum in respect of the international obligations and the human rights agreements to which the two Countries are parties.” It is therefore even more concerning that this new MoU between Turkey, Finland and Sweden is completely silent on this respect.


This leads to increased responsiveness to customer requests and better coordination with partners and suppliers. By optimizing communication, industrial CRM contributes to more agile and responsive project and order management.


Customer centricity is at the heart of the CRM approach in manufacturing. Effective industrial CRM focuses on understanding and meeting customer needs. It allows for the collection and analysis of detailed data on customer preferences and behaviors, facilitating the personalization of services. This customer focus helps companies build lasting, trusting relationships.

Industrial CRM is becoming a strategic lever to improve the customer experience, thus increasing the loyalty and long-term value of each customer.