Customer Relationship Management:A Strategic Imperative in the World of E-Business

Customer Relationship Management -- or CRM -- can empower your company to keep your best customers and win highly profitable new customers away from your competitors. What is CRM? It is a business strategy for knowing customers in-depth so you can anticipate and then serve their needs extremely well -- and thus win their loyalty and even their dependence. InCustomer Relationship Management: A Strategic Imperative in the World of e-Business, Stanley A. Brown and several of his colleagues at PricewaterhouseCoopers provide the 20 key steps you must take to implement CRM successfully. This indispensable summary will demonstrate how you can generate higher profits from your existing customers by using CRM to identify and pursue opportunities for up-selling and cross-selling. It will also explain how you can improve your bottom-line performance by targeting the most profitable new prospects for your products and services.