Editor's Note: This article is excerpted from The CRM Handbook: A Business Guide to Customer Relationship Management (Addison-Wesley, 2001) by Jill Dyche.

By now, most companies have decided that adopting a business model oriented around their customers promises hard and soft benefits that far surpass yesterday's product-centric business structures. In transforming their strategies, companies are turning to customer relationship management as the axis around which many of their new customer-focused business processes revolve.

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