Customers that Count - Cram, Tony
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All customers are right - but some are more right than others. In a world where 80% of profit often comes from just 20% of customers, you can't afford to treat them all the same. Identify customers who are worth it and build a relationship that is deeper than a loyalty card. This is CRM for those who want to work smarter not harder. A wonderfully fresh look at CRM. Frederick Newell, author of The New Rules of Marketing

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All customers are right - but some are more right than others. In a world where 80% of profit often comes from just 20% of customers, you can't afford to treat them all the same. Identify customers who are worth it and build a relationship that is deeper than a loyalty card. This is CRM for those who want to work smarter not harder. A wonderfully fresh look at CRM. Frederick Newell, author of The New Rules of Marketing