CRM

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Image courtesy of Flickr user **Maurice**.

Putting the ‘Relationship’ Back Into CRM

Many think that the way to capture value through relationship marketing is to focus on the “good” customers and get rid of the “bad” ones. But there is more to best practice relationship management than maximizing revenues on individual customers and minimizing costs to serve. This article provides guidelines for companies that want to improve the value of customer relationships. For most companies, the transition to a relationship-based approach will require a significant shift in practice.

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New Views on Digital CRM

As the Internet becomes ubiquitous in business life, early fears that it would disrupt the business models of many companies (for example, by enabling customers to switch suppliers easily) have subsided.

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