... value of the customer. That is, they are trying to make customers more valuable to the firm by selling them more products and services, by increasing their frequency of purchase or their share of ... though there’s no real choice of whether to climb CRM Mountain or not, there is a pot of gold on the other side: Even though there’s no real choice of whether to climb CRM Mountain or not, there ... focused on the reduction of costs though the closing of physical facilities, the laying off of employees, and the wholesale embracing of technology. The goal is to operate more efficiently, to deliver...