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Towngas: Achieving Competitive Advantage Through Customer Relationship Management
內容大綱
Towngas, an exclusive supplier of piped naphtha gas and one of the oldest energy suppliers in Hong Kong, invested millions of dollars in its customer relationship management program. The results were higher customer satisfaction as well as new products that generate extra revenue. Explores the reason behind Towngas' choice to use CRM as a tool to strengthen its business and the ways it successfully implemented its CRM strategies. Also discusses why many other companies that had also invested a lot of money in CRM did not succeed in getting the expected return.