O'Reilly logo

Customer Relationship Management: Getting It Right! by Judith W. Kincaid

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

22.1. Why Should You Care?

As we've already discussed, there is general agreement that customer loyalty and satisfaction will be the differentiators between successful companies and unsuccessful ones. You may be one of the many businesses hoping to move customers to the web. After all, it's clearly the most cost-effective way to enable many sales, marketing, and support activities. Speaking at an Internet conference in New York on the topic of whether privacy laws would crush many promising Internet businesses, IBM CEO Lou Gerstner said:

Trust is the most fundamental element of branding, and if we do not act responsibly on this matter, then we run the risk of choking off this entire industry.

You may also be using information you have collected ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required