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Our latest client survey detects a bit more realism about investing in CRM implementations. Pat Sweet reports.
Clients Cooler on CRM - Part 2 | Part 1 | Part 3
Back to Part 1
It looks as though companies are starting to understand that they need to break out of a cycle of simply winning or retaining customer numbers. Much more important, as our survey reveals, is the ability to sell more items or higher-value services to customers, and thus to make more profit from the customer population without necessarily having to increase its size.
Consultants will take heart from this, as evidence that organisational thinking is starting to focus on quality rather than just quantity.
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Consultants' Advisory 2001
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