Customer Relationship Management Systems Handbook

xix

Introduction

What is clear is that the revolution of rising expectations, which has

been one of the chief features of Western society in the past 25 years, is

being transformed into a revolution of rising entitlements for the next 25.

— Daniel Bell, The Cultural Contradictions of Capitalism, 1976

The concept of developing better relationships with customers using technol-

ogy as an enabler has evolved over the past decade to the point where most

organizations, in both private and public sectors, realize that the relationship

between supplier and customer has changed dramatically.

In the private sector, where competition is frequently a driving ...