Real-World Lessons in Customer Relationship Management
In this book the authors go behind the scenes to report on the challenges and solutions discovered by managers leading one-to-one efforts such as Xerox, British Airways, General Electric, Oracle, First Union, Hewlett-Packard and Levi Strauss. They examine the day-to-day issues involved in setting up and running one-to-one initiatives through a series of inspiring interviews with executives on the front lines of the one-to-one revolution.
The book introduces you to the groundbreakers, the pathfinders, the explorers of a vast and rapidly expanding new universe of customer-focused business strategies. These early adopters, scouts, and risk-takers share the invaluable lessons they are learning as they map a new customer-centred business universe in which companies organise around the customer's needs.
