Customer management--dream or nightmare? Will the new mantra of Customer Relationship Management (CRM) mean more power to the company, less to the individual? You can bet on it, says a confused Karen Young.(Information Technology)

African Review of Business and Technology,  September, 2006  by Young, Karen

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WAS THERE ever really a time when the customer was king? With a few exceptions, it seems to me that the history of commerce pretty much equates to selling less and less for more and more. Consider this--shouldn't commodity prices and economies of scale mean that the chocolate bars you ate as a child be bigger not smaller? And why are the ingredients inferior?

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You'd think the need for good customer relations would have meant that both sides of the sales equation would have welcomed CRM (customer relationship management) with open arms. Certainly, over the ...

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