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✦   LIBER   ✦

CRM: The customer isn't always right

✍ Scribed by Bryan Bergeron

Publisher
John Wiley and Sons
Year
2002
Tongue
English
Weight
59 KB
Volume
14
Category
Article
ISSN
1044-8136

No coin nor oath required. For personal study only.

✦ Synopsis

Abstract

Service companies believe two myths, says the author. One is that the customer is always right. And the second
is that anyone willing to part with his money should be treated as a valid customer. Instead, the author argues,
successful companies target customers who fit their business model. They're embracing a process called
Customer Relationship Management (CRM). Β© 2002 Wiley Periodicals, Inc.

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