Customers do not just want a fair product at a fair price. They demand customized products and services and they want personal relationships with suppliers. And they do not want to be forgotten after the sale. CRM creates an environment in which a business can give customers what they want, and allow a business to identify its best customers and deepen relationships with them. But CRM does not just happen - it requires focused customer leadership and dedication to technology, environment and innovation.
Customers have a value, and repeat customers have lots of value.
Relationship management is an investment, not a cost. 11 number 3, 1999. The authors were Jeremy Galbreath, Senior Business Strategist and Principle Research Advisor in Lucent Technologies NetCare Professional Services Organization, and Tom Rogers, Senior Consultant at Johnston Wells Public Relations, Denver - Colorado's largest PR firm. Access our CRM Archive or follow the links below for focus on specific management disciplines. Post it to our community experts in our online conference .