When executives hear the term "customer relationship management" (CRM), they often break out in a cold sweat amid visions of six- or seven-figure implementation

This title presents an holistic view of CRM, arguing that its essence concerns basic business strategy - developing and maintaining long-term, mutually benefici

Business Relationship Management: Relationship Management is the solution for getting to know your customers and developing your business.

Customers are treated badly. Not all customers. Not always. But many are and often. Some customers are bad. They treat firms badly. Firms have to react. Employe

Maximize customer satisfaction and maximize your bottom line Over the last decade, too many organizations have assumed that their products or services were so s