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Customer management excellence book Download this book Customer management excellence

Mike Faulkner
ISBN: 0-470-84853-7
224 pages
October 2002
John Wiley & Sons, Ltd.

CRM today is much like BPR in the 1990s. It is the strategy of the 21st century. Everyone is jumping on the bandwagon, but few are doing it in a way that will reap long-term benefits. And while billions are being spent worldwide, as yet there is not one case study of a true CRM focused company that is achieving major business success. Why?

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Customer management excellence

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