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To quote Abraham Lincoln, "And this, too, shall pass?." The economy will rebound. When it does, will the competitors who decided to invest during a downturn leap ahead of one? For those companies focused on differentiating their businesses around the customer experience, now is an ideal time to concentrate on those critical few customer relationship management initiatives that will help further drive sales and marketing effectiveness, increase customer affinity, and reduce costs. Focusing on these practices and behaviors now will not only help ones organization steer through this recession, but will also prepare to seize opportunities in the next expansion.
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