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More firms are adopting customer relationship management (CRM) programs, according to The Conference Board. In a recent survey of 96 global firms, The Conference Board found that 52% had implemented a CRM solution. Among these, the top three strategic rationales for implementing CRM were to: (1) Increase customer retention/loyalty (94%); (2) respond effectively to competitive pressures (77%); and (3) differentiate competitively based on customer service superiority (73%).
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