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| Author: | Carmichael, J. Orlay, P. |
| Title: | A smarter way to build profitable relationships |
| Journal: | Executive agenda
2000 : VOL. 3:3, p. 36-45 |
| Index terms: | Customers Management Methodology Success |
| Language: | eng |
| Abstract: | What is wrong with customer relationship management (CRM)? Why do some companies succeed while so many fail? The article maintains that some use a "smarter" approach to CRM which is called in this article leveraging customer information (LCI) that embraces several concepts. Companies that leverage customer information most successfully possess these capabilities as well as a strong commitment to treating customers as individuals. |
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