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you must be doing something right, maybe several or many things.

Knowing what right practices have evolved naturally will

help you create the greatest possible improvement with the

least amount of expense.

Third, because this process creates a visual image of your

customer relationships, you will find it helpful in communicating

to others throughout the organization. Knowing your current

profile and the desired profile will naturally help you focus your

energy and attention.

excerpt from the book "CUSTOMER RELATIONSHIP MANAGEMENT