Chapter 3. The Role of Information Technology
Less than five percent of the world’s firms achieve the full potential of their customer relationship initiatives. The rest are caught in its paradox. | ||
| --John McKean, Author, “Information Masters—Secrets of the Customer Race”, John Wiley, 1999 | ||
The Change from Data to Relationships
Harrah’s Entertainment (U.S. Casinos), AT&T Consumer Markets Division, SBC Communications, GTE, Sprint, Hallmark Cards, Tesco (U.K.), American Airlines, Continental Airlines, Sam’s Clubs (Wal-Mart), Qantas (Australia), Travel Unie (Netherlands), Pele-Phone (Israel), National Australia Bank (Australia), St. George Bank (Australia), and Barclays Bank (U.K.) have all excelled, primarily because they have placed customer information ...
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