个人简介

Book Info，“A wonderfully fresh look at CRM.Customers that cont starls with the thesis that the nature of human relationship provides a model for creating business loyalty, then reviews important rules of fridedship that will help you buisd costomer trlatinships.

内容简介

In a world where:
　　Consumer choice has never been greater;
　　80% of your profit comes from just 20% of your customers;
　　you lose 20% of your customer every year; and
　　the cost of acquiring new customers is sometimes more than the value they bring in;
　　You can't afford to treat all customers the same.
　　All customers are right - but some are more right than others, identify those who are worth it and build a relationship that is deeper than a loyalty card by going beyond the technology of CRM. Remember that relationships have more to do with humans than databases. This is CRM for those who want to work smarter not harder.