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Customer Relationship Management: Getting It Right! by Judith W. Kincaid

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1.1. Understanding the Landscape

Yes, the environment in which we operate has changed. Both inside our companies and externally in the marketplace, many of our old working assumptions just don't look the same.

1.1.1. The Internal Landscape

Michael Treacy and Fred Wiersema are leading authorities on business strategy and corporate transformation. In their extensive study of highly successful companies versus those that are less successful, they identified some key differences in strategy setting and operational behavior between industry winners and losers. The value discipline model they developed is an important frame of reference for understanding how changes in the marketplace have affected all businesses and why requirements for success have ...

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