Chapter 1. Managing Customer Relationships 1:1
The genius of free-market competition is that the customer... gets to decide who wins and who loses. And ultimately, the customer is the biggest winner. | ||
| --Donald J. Carty, CEO AMR/American Airlines (1999) | ||
Foundations of the Past Drive Our Future
The customer is the focal point of marketing, sales, contacts, products, services, time, resource allocations, profitability, and long-term growth and strength of enterprising organizations.
The term customer was first coined at the beginning of the twentieth century, and yet it took nearly 100 years for companies to really understand what the term means. As the customer role of the relationship expands, suppliers or service providers are inspired to serve ...
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