Now, THE CUSTOMER DIFFERENTIAL provides a game plan for implanting CRM at the core of every organization. More than any other book before, it supplies the step-by-step guidelines-complemented by illuminating case studies-on how to put into practice this powerful new directive, including how to:
* Implement a four-step planning process to ensure a successful CRM initiative * Refocus the business and organize the entire company around CRM * Support CRM using metrics and analytics, as well as systems and technology * Transform customer interactions in every department, and at every customer touchpoint