Part III: How to Change

Chapter List

Chapter 13: Before You Build a Better Mousetrap—Is CMR for Everyone?
Chapter 14: Customer Service—Who Cares?: CMR Doesn’t Mean “Best Customer Service” for Everyone
Chapter 15: Which Customers and Why—You Can’t Make Everyone Happy
Chapter 16: Crossing the Chasm—What Will You Need to Change?: Eight Steps to CMR Success
Chapter 17: There’s No Free Lunch—But CMR Should Not be an Added Expense
Chapter 18: Don’t Boil the Ocean—Be Wary of the Big-Bang Approach

Why CRM Doesn't Work(c) How to Win by Letting Customers Manage the Relationship
Why CRM Doesnt Work: How to Win By Letting Customers Manage the Relationship
ISBN: 1576601323
EAN: 2147483647
Year: 2003
Pages: 141

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