customer relationship management system

[project report helper]

Customer Relationship Management

A BRIEF HISTORY

1990s: Relationship Marketing
– Major phenomenon: Loyalty programs.
– Major promise: Loyalty!
– Major result:
Companies such as airlines now have an
enormous incremental layer of expenses,
without much to show for it

Early 2000's: Customer Relationship Management

– Major phenomenon: Great promise
– Major reality: Promise unattained.