Delivering good value to customers requires that firms use CRM strategies to effectively manage relationships with customers, employees, supply chain partners, and external stakeholders.

In a well-written, 2 - 3-page paper supported by at least one scholarly journal and two additional sources explain why it is important for companies to shift their emphasis from acquiring customers to maintaining customers.

Include these points in your discussion:

The financial implications of replacing rather than keeping customers.

The good will associated with having long-term relationships with all stakeholders.

Examples of companies that you believe use CRM well. Explain why you think so.