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Why CRM Doesn't Work: How to Win by Letting Customers Manange the Relationship
     

Why CRM Doesn't Work: How to Win by Letting Customers Manange the Relationship

by Frederick Newell, Seth Godin
 

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CRM was supposed to help businesses better understand their customers and increase efficiency. Yet most companies are not getting the return they expected. Is it possible to make customers happy and, at the same time, improve ROI? Is there a practical, affordable way to get customers to say what they really want?  

In Why CRM Doesn't Work, leading

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