Doug Leather is MD of MD of REAP Consulting
Articles
Customer relationship management (CRM) is now seen as a priority across organisations and industries.
Multi-channel customer management integration does not come without its challenges.
In a world where quality and price differences have narrowed to the point of insignificance, delivering a distinct and relevant customer experience is vital if businesses want to win the hearts and minds of customers.
Great leaders recognise that the success of their brands depends on their people.
Companies have to use new ways to reach customers and monitor and reduce the costs of managing customers through products and systems harnessed to the Internet.
Examining the issues that will be important to most organisations implementing or enhancing their customer management strategy in the next year.
Some CRM lessons learnt from the past and a way forward for organisations that want to manage their customers well.
A company that approaches customer management sensibly will achieve considerable profit improvements.
For most companies, the next generation of customer relationship management programmes will demand strong leadership.
In today`s economy, it is common knowledge that retaining customers can be up to 100% more profitable than acquiring new ones.