Customer Relations
Institute of Management Studies
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Customer Relationship Management
- Class notes • 46 pages • 2018
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“Successful CRM is about competing in the relationship dimension. Not as an alternative
to having a competitive product or reasonable price, but as a differentiator. If your
competitors are doing the same thing as you are (as they generally are), product and
price won’t give you a long-term, sustainable competitive advantage. But if you can get
an edge based on how customers feel about your company, it’s a much stickier–
sustainable–relationship over the long haul.”
Class notes
Customer Relationship Management
Last document update:
ago
“Successful CRM is about competing in the relationship dimension. Not as an alternative
to having a competitive product or reasonable price, but as a differentiator. If your
competitors are doing the same thing as you are (as they generally are), product and
price won’t give you a long-term, sustainable competitive advantage. But if you can get
an edge based on how customers feel about your company, it’s a much stickier–
sustainable–relationship over the long haul.”
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