Customer relationship management jagdish n sheth pdf

Customer relationship management (CRM) and knowledge management (KM) have become key strategic tool for all companies, especially in the current competitive environment

As observed by Sheth and Parvatiyar (1995b), developing customer relationships has historical antecedents going back into the pre-industrial era

Much of it was due to direct interaction between producers of agricultural products and their consumers

Similarly, artisans often developed customized products for each customer