CRM 2.0 - Fundamental Changes (print version)

The document discusses the evolution of mass production and its impact on customer relationships, highlighting the shift from product-centric to customer-centric business models as a means of competitive differentiation. It emphasizes the sustainability of customer intimacy in contrast to operational efficiency and product excellence, which offer shorter competitive advantages. The text also explores principles of customer relationship management (CRM) and the influence of technology in facilitating personalized customer interactions and building long-term relationships.