Why CRM Doesn't Work: How to Win by Letting Customers Manage the Relationship

Front Cover
Kogan Page, 2003 - Customer relations - 263 pages
Companies are spending millions on CRM (customer relationship marketing), yet customers are more dissatisfied than ever. Why CRM Doesn't Work analyses why there have been so many failures and shows, through examples and case studies, how to stop losing customers and understand why customers don't buy.

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