Measuring and Valuing Customer Relationships

Measuring and Valuing Customer Relationships

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This report contains a blueprint for implementing the right CRM strategy in an organization. Based on the findings of a cross industry survey among professionals, the report gives a thorough analysis of the measurable aspects of CRM, examining the challenges involved and the potential solutions. International case studies include: Barclaycard; British Telecommunications; Disneyland Paris; and Boehringer-Ingelheim.A number of techniques were used in the study. ... HP decided that each quarter it would conduct a telephone survey of 500 customers who had been contacted within the preceding couple of weeks. ... product and company knowledge their communication ability how HP measured up to the customera#39;s service expectations.

Title:Measuring and Valuing Customer Relationships
Author: Robert Shaw, David Reed, Business Intelligence (Firm)
Publisher:Robert Shaw - 1999

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