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Author/Division Author/Division Author/Division Customer Relationship Management-- A Winning Customer Strategy Seminar presentation April 2004 第一页，共三十二页。 Agenda Customer Relationship Management Presentation 8:00-9:15 Break 9:15-9:30 Case 1– San Fabian Supply Company 9:30-10:30 Case 2– Solo Mobile Phone Company 10:30-12:00 * Author/Division 第二页，共三十二页。 What is CRM in your mind? What is customer relationship management? What does CRM bring to companies? A survey on senior marketing executives at Fortune 1000 companies indicates a widespread frustration about the return on CRM investments CRM in