This paper covers the basic elements and advantages of a customer relationship management strategy. Following a brief history of customer relationships and the new 'customer-centric' economy, the best methods for planing and implementing a CRM strategy are discussed, as are the likely benefits to ROI of employing such an approach.
CRM Overview
Christopher HelmPeppers and Rogers
As we enter the 21st century, the new economy is becoming increasingly customer-centric. Building long-term, loyal relationships with customers is the key to profitability.
Although one-to-one relationships...
