CRM – easy to do wrong, hard to do right

In essence it seems quite simple: look after your customers and they will look after your business. But as with all such management theories, customer relationship management (CRM) is hard to do – properly. One recent survey found that 70 percent of companies that had implemented CRM have found it to be only a minor success or even a failure.

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Year of publication:	2002
Published in:	Strategic Direction. - MCB UP Ltd, ISSN 1758-8588, ZDB-ID 2089990-7. - Vol. 18.2002, 3, p. 19-22
Publisher:	MCB UP Ltd
Subject:	Customer orientation \| Customer‐oriented performance measures \| Strategic evaluation \| Database marketing

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Type of publication:	Article
Type of publication (narrower categories):	viewpoint
Language:	English
Other identifiers:	10.1108/02580540210793365 [DOI]
Source:	Other ZBW resources

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