March 29, 1999
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growing trend in business--the use of IT to better manage customer relationships--is running headfirst into a financial necessity that drives all companies: the need to generate profits. The overlap of these two concerns is creating a fertile new IT environment in some companies that is being used to identify blue-chip customers and treat them accordingly, while developing aggressive new strategies for borderline and unprofitable customers. In the never-ending quest to gain and keep customers, the emphasis is increasingly on quality, not quantity.
Concentrated Profits