THoM's experiences related to CRM include defining objectives and a multi-channel strategy to realize short and long-term goals. Key aspects are performing a business case analysis, setting KPIs, and combining channels for an integrated approach. Additionally, the document discusses strategies for lead generation, retention programs, loyalty programs, churn analysis, and reducing churn. It also notes the importance of coaching on defining requirements, following up during implementation, and aligning business and IT to ensure correct translation of needs.

1. THoM’s experiences related to CRMCRM strategyMulti-channel strategyDefine CRM objectives, scope, strategy & vision