Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Lately, I’ve been asked, are these principles less important? Have evolving customer expectations, social communities, new channels and other developments changed the fundamentals?

Not at all! These 12 principles are as important as ever, in large part because of the most significant changes that are taking place. Each is both compelling on its own, but as an overall customer relationship strategy, they are best viewed and implemented together – the integrated whole is greater than the sum of these parts….Read more.