Abstract
For businesses, the world is growing more and more competitive, at a relentless pace. Technological innovation lowers barriers to entry, once specialized products and services become commodities, every market is suddenly crowded. The customer experience is becoming more important to businesses as a differentiator; at the same time the customer himself grows more sophisticated, more demanding, and less loyal.
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© 2011 Scott Kostojohn, Mathew Johnson, and Brian Paulen
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Kostojohn, S., Johnson, M., Paulen, B. (2011). Introduction. In: CRM Fundamentals. Apress, Berkeley, CA. https://doi.org/10.1007/978-1-4302-3591-0_1
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DOI: https://doi.org/10.1007/978-1-4302-3591-0_1
Publisher Name: Apress, Berkeley, CA
Print ISBN: 978-1-4302-3590-3
Online ISBN: 978-1-4302-3591-0
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