Peter Drucker has influenced the way business people perceive what business is and the way they act and operate, by stating that the fundamental aim of a business is to create and keep profitable customers.
His statement has shifted the focus from Fordism to customer-centric approaches.
Today, business schools all around the world are embedding the importance of understanding customer needs, into their curriculums and companies, at least some of them, are trying hard to identify their customers and their needs, and make superior value propositions that the customers cannot refuse.
CRM, which stands for Customer Relationship Management, is an invaluable element of this business endeavor.
