10 Key Aspects of Customer Relationship Management: How to Keep Your Customers and Achieve Your Company's Ultimate Goals

Author: Jeffrey Pfeiffer (USA)
Publisher:
Publish Date: 2004-05-01
Features: The concept proposed in this book is that customer relationship management (CRM), as both a technology and a corporate philosophy, is continuously improving. Customers, on the other hand, are more likely to define the nature of the relationship. Therefore, "managing customer relationships" might be a more appropriate term. However, since customer relationship management is the term chosen by suppliers, consultants, and analysts, this book still adheres to this terminology.