Roland T. Rust , Christine Moorman , and Gaurav Bhalla
Most companies use customer relationship management and other technologies to get a handle on customers, but no amount of technology can really improve the situation as long as companies are set up to market products rather than cultivate customers.
Content: Quotation | Authors: Christine Moorman, Gaurav Bhalla, Roland T. Rust | Source: Harvard Business Review | Subject: Marketing / Sales