Creating a Superior Customer-Relating Capability - Companies with a sustainable advantage in customer relationships display an unwavering focus -- In orientation, configuration and information -- On customer retention. Such companies as credit-card provider Capital One and Canadian Pacific Hotels employ a blend of metrics, employee incentives, organizational structure and CRM data to keep their ...
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2003
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| Authors: | Day, George S. |
| Published in: |
MIT sloan management review. - Cambridge, Mass : MIT, ISSN 1532-9194, ZDB-ID 2039388X. - Vol. 44.2003, 3, p. 77-82
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