This process ensured that the users were kept fully informed throughout the project and that the final system was tailored to their specific needs. In answer to the question 'why manage for customer value', the report's authors offered a simple response. There is clear evidence that by creating more value for your customers, you will increase the value of your customers, and ultimately the value you can create for shareholders. This is very important because CRM should not be viewed as a socially good work that burnishes the image but adds little to the bottom line. A CRM strategy will deliver a better and more profitable business by eliminating much of the wasteful 'damage limitation' costs that too many take for granted.
Customer value is the benefits less the costs.
Employees grow loyal, and advocates recruit more people like them.