Where does quality meet CRM?

"Quality and CRM are two faces of the same coin - Delivering what the customer needs, when he needs with out error, with highest Quality of product and service: While Quality is about "how and what" (how to deliver the products and services) aspect of the CRM, the intelligence and data availability for the right delivery process is the "who and when" (whom to deliver) part of CRM. Quality is about creation and CRM is about serving. CRM systematically connects the competitive cycle of customer feedback into the marketing process. In both the cases, the analytics is the key driver to help allocate the limited resources in prioritizing the work flow and to provide the best bang for the buck. CRM analytics helps to expand, embellish, and provide details for "whom to deliver", with what to deliver, when to deliver to specifically harvest the benefit of all the promises of CRM.

Now the challenge is understanding and executing, the equivalent of six-sigma in CRM!"
- Nethra Sambamoorthi
 
Quality CRM
Quality is about "How and what"
Quality is about creation
CRM is about "Who and when"
CRM is about serving
It is about defining and building what it means to be a good product. The design phase of quality is before production.
It is about delivering/marketing/selling it to the right person, at the right time. The design phase of CRM is both before and after the production.
This is a production/creation of the product/service
This is about Marketing/selling of the product/service
Customer influences
Marketing/Analytical/creative teams influence
The moment of truth is at the time of customer interaction/satisfaction
The moment of truth is at the time of evaluating the ROI
Quality is designed into the process
CRM is the process to be designed into marketing
Six sigma society to continuously train people to build the quality systems and process
???
A highly cooperative process.
A highly competitive process.
A well defined target to achieve, and hence one sigma, two sigma, 3 sigma, ..., 6 sigma are achievable. In the production we can keep other things to remain the same.
A highly dynamic and hence moving target due to competitive market place. Since inherently market conditions are changing all the time due to changes in so many things in the world, and they are extraneous to any company, the notion of "keeping other things to remain the same is impossible".
Factors to control production could be internal.
Factors that control the marketing processes could never be internal.
Best practices are well defined and not a last minute change.
Best practices has to be consistent with the last minute market conditions; else best practices will be redefined.