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"The Customer Relationship Revolution - A Methodology for Creating Golden Customers"
by Julie M. Fitzpatrick - President, eLoyalty
A well-executed customer relationship strategy can result in a number of quantitative benefits including greater ability to up-sell and cross-sell, improved customer retention and reduced cost of service. In addition, successful companies will also develop referencable customers, foster customer forgiveness and create relationship equity, a situation where the customer and the company are both deriving high levels of value from the relationship. eLoyalty has developed an Enterprise Customer Management (ECM) methodology for overcoming the complexities of building an effective customer strategy.
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