Sustaining Profitable Customer Relationships Requires Real Leadership

Topics:
Organizational Behavior
Tags:
Customer Relationship,
Ivey Business Journal,
Leadership,
Management
Source:
Ivey Business Journal

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Overview: Would-be customer-focused companies often invest in customer relationship technology, only to find that incremental top-line growth and more profitable customer relationships remain elusive. Poor technology choice or poor project implementations are often blamed. Customer-service culture transformation - and the leadership needed from the CEO and a Chief Customer Officer to bring it about - is rarely considered.

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Format: PDF | Size: 137KB | Date: Nov 2004 | Pages: 8

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