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Customer Relationship Management

Why Firing Your Worst Customers Isn't Such a Great Idea

Fire your bad customers.
That piece of advice has become widely accepted in recent years as companies have sought to manage their relationships with customers in more sophisticated ways.
 

Creating a Superior Customer-Relating Capability

In most markets, one or two companies outperform their rivals by staying more closely connected to their customers. Their advantage does not have much to do with customer-relationship-management tools and technologies;

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