In Why CRM Doesn’t Work, Frederick Newell critically examines traditional CRM strategies, arguing that they often fail by focusing too much on company-driven management rather than customer empowerment. He suggests a shift toward CMR (Customer Managed Relationships), where customers have more control, and companies focus on listening and adapting to customer needs. This episode explores Newell's insights on making customer connections more meaningful by embracing a customer-first approach. Join us to uncover strategies for building genuine relationships and increasing loyalty.