July 2002
Intermediate to advanced
264 pages
8h 28m
English
Content preview from Customer Relationship Management Systems Handbook
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28 Customer Relationship Management Systems Handbook
established to measure these technology tools where selection is a critical
process and decisions need to be made on vendors in several areas of
technology.
Changing the Customer Focus
In the past, large and small organizations have established successful relations
with their customers without the need to formalize these relationships into a
definable customer strategy. In the new era, where the customer reigns
supreme, businesses must change their focus to ensure that customer rela-
tionship practices maximize customer benefit.
A business must give each individual customer a reason to keep coming
back. To do that, the business has to know what customers need and want.
When a business knows its clientele ...
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