Have You Hugged Your Dishwasher Today?

Crosby, Lawrence A.; Johnson, Sheree L.
January 2003
Marketing Management;Jan/Feb2003, Vol. 12 Issue 1, p10
Focuses on the development of a customer relationship management (CRM) strategies. Advantages of using CRM technology in automating and managing the marketing, sales and customer service processes in an organization; Discussion on customer loyalty; Importance of a customer relationship built on trust.


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