CRM Metrics That Really Work

Price: FREE
Publication Date: Monday, May 18, 2009
Document Format: PDF

Like most other three-letter management programs that have delivered less than they promised, CRM has failed to result in stronger relationships with customers and increased profits in more organizations than it has succeeded in. Part of the reasons for this failure are the faulty assumptions that building relationships is as simple as having the right data on your customers, and following a systematic process of behaviors to build and sustain relationships.