Firms are continually seeking new ways to forge close relationships with their most valuable customers. With recent advances in networking and database manageme

In today's competitive business environment, most companies realize that the better they can manage their customer relationships, the more successful they will

Preface Corporations that achieve high customer retention and high customer profitability aim for: The right product (or service), to the right customer, at the

CRM first entered the business vocabulary in the early 90’s; initially as a systems driven technical solution. It has since escalated in importance as system

This text provides step-by-step guidelines for implementing customer relationship management (CRM) throughout an organization. This book explains: the benefits