The document discusses strategies for customer relationship management (CRM) during economic downturns. It suggests focusing on customer retention rather than new customer acquisition since retention costs are much lower. Engaging loyal customers through communications and providing value can help a business acquire new customers through word-of-mouth promotion. The document also discusses adjusting pricing, payment options, and loyalty programs to meet customer needs and retaining customers as partners through the downturn.
22. Author: CRM at the Speed of Light (4th Edition, February 2009) President: The 56 Group, LLC Managing Partner/CCO: BPT Partners, EVP: National CRM Assn. Co-Chair: Rutgers CRM Research Center Named #1 CRM Influencer (Non Vendor) by InsideCRM 2007 Named #1 CRM Blogger 2005, twice in 2007 by TechTarget and InsideCRM & InsideCRM 2008 CRM Magazine 2008 Top Influencer PGreenblog: http://the56group.typepad.com ZDNET Blog: http://blogs.zdnet.com/crm Email: [email_address] Twitter: http://www.twitter.com/pgreenbe Cell phone: 703-551-2337 THANK YOU