| Publisher | British Telecommunications | ||
|---|---|---|---|
| Format | 647.2KB PDF | Date added | 01 Nov 2004 |
| Topics | Customer Support Services, Sales - Marketing | ||
| Downloads | 28 | ||
The case for investing in customer retention activity is now essential for survival. There is enormous potential for CRM (Customer Relationship Management) implementations to move beyond managing customers to delighting them; the opportunity to impress when managing inbound customer contact and to add value with proactive outbound contact. Until now, the relationship factor has been largely left out of the CRM equation. However, this is the very thing that creates the customer satisfaction and loyalty that underpins the ability of a customer management strategy to deliver profit and greater return on investment.
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