Part I: What s Not Working

Chapter List

Chapter 1: Why Doesn’t CRM Work?—Does the Customer Really Want to be Managed?
Chapter 2: It’s Not a Question of the Chicken or the Egg—It’s Not Technology that Drives Relationships
Chapter 3: “One Girl in a Convertible...”—It takes more than a database
Chapter 4: Why Do We Have Two Ears and Only One Mouth?—The importance of dialog
Chapter 5: It’s No Longer Good Enough to Ask Forgiveness Rather Than Permission—One Person’s Relevance Is Another Person’s Intrusion

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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