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More Than A Fling

If you're courting your customers just for that initial sale, you're missing out on the long-term advantages of CRM.

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This story appears in the September 2000 issue of Entrepreneur. Subscribe »

Any time that one of Mark Bonfigli's salespeople learns of a customer problem, question, comment or issue of any kind, he or she turns on a laptop, logs on to the Internet and enters the information into a special online serv-ice called Agillion Notes. The information then becomes instantly available online to any of the 11 employees of Earthcars. com Inc., a Burlington, Vermont, developer of software and Web sites for automobile dealers.

"It guarantees us immediate response to customer service issues," says the 31-year-old founder. "And that's what our company is based on."

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