SUSTAINING PROFITABLE CUSTOMER RELATIONSHIPS REQUIRES REAL LEADERSHIP by
Robert Angel
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.
Robert Angel
Robert Angel is President of the Gilford Group, which specializes in understanding customers as individuals, and enterprise performance strategy. He can be reached at bob.angel@gilfordgrp.com.
