Customer Relationship Management Ed Peelen Pdf 23 !!exclusive!! Jun 2026

Practical steps and pitfalls to avoid when deploying a CRM program. www.pearson.com Key Concepts and Themes

Peelen argues that many companies fail at CRM because they only measure operational data (call volume, open rates). Chapter 23 introduces a pyramid:

In the modern digital economy, customer retention is often more valuable than customer acquisition. However, building a sustainable, profitable relationship with customers requires more than just a loyalty card or an email newsletter. It requires a strategic, data-driven framework.