Business Intelligence

CRM's Unfulfilled Promise - Why CRM Fails At Customer Retention

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Executive Summary

If CRM is the customer strategy of the decade then why do companies employing the strategy find it so difficult to achieve customer retention? What is to blame for the exodus of loyal customers to competitors? If CRM has so much to offer the organizations employing it why then is customer loyalty a thing of the past? Answers to the above can most often than not be found in the method of implementation of CRM. There are so many things that can go wrong with a CRM implementation and when any of this occurs, it will but naturally have an impact on customer retention.

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