The Baby and the Bathwater - Opinion - 13 April 2016

The Question of Customer Equality

Back in June 2002 a colleague asked me to read “The Streetcorner Strategy for Winning Local Markets” by Robert E. Hall. In recent years this book has been credited with starting the Customer Relationship Management (CRM) revolution and through its succinct messages (“know your customer intimately” and “not all customers are equal”) spawned a variety of CRM software, customer data analytic companies and was instrumental in underpinning the approach of the evolving call centre industry.

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