Customer Relationship Management: New Ways of Keeping the Customer Satisfied
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Publication Date:
August 03, 2001
Customer Relationship Management (CRM) - the business processes an organization performs to identify, select, acquire, develop, retain, and better serve customers - encompasses the organization's end-to-end engagement with its customers and prospects over the lifetime of its relationship with them. This report brings together a research of recent CRM literature, and survey results, case studies, and interviews from The Conference Board's fall 2000 CRM study, to examine planning and implementation practices and pinpoint keys to CRM success among B2C and B2B practitioners across a range of industries. Topics covered: Special features:
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