SHORT TAKES

Abstract

More firms are adopting customer relationship management (CRM) programs, according to The Conference Board. In a recent survey of 96 global firms, The Conference Board found that 52% had implemented a CRM solution. Among these, the top three strategic rationales for implementing CRM were to: (1) Increase customer retention/loyalty (94%); (2) respond effectively to competitive pressures (77%); and (3) differentiate competitively based on customer service superiority (73%).

Citation

(2001), "SHORT TAKES", Journal of Business Strategy, Vol. 22 No. 6, pp. 3-4. https://doi.org/10.1108/eb040200