Why CRM Doesn't Work : How to Win by Letting Customers Manange the Relationship

studies of good and bad relationship marketing from companies as diverse as Kraft Foods, Procter Gamble, Budweiser, Charles Schwab, Dell, IBM, Lands' End, Sports Authority, Radio Shack, and Staples. With the knowledge in this book, a company can learn to build long-term relationships and bring in profits instead of relying on one-time sales. Why CRM Doesn't Work is important reading for companies of every size that are trying to satisfy and sell to today's consumer. [Publisher's Text]

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