Automated Replenishment - From Products to Solutions

There is a lot more to Customer Relationship Management (CRM) than finding clever ways to enhance our short-term profits by manipulating our customers to provide us with detailed personal information, buy more of our products and services, and use less expensive service channels such as the corporate website.

Maz Iqbal of the Peppers and Rogers Group thinks certain changes are essential if companies are to keep their customers.