Professor Paul A. Tiffany, Adjunct Professor of Management at both the Wharton School of the University of Pennsylvania, and the Haas School of Business of the University of California, Berkeley  led a pub lic seminar on the topic of Developing and Implementing a Strategy for Cus tomer Relationship Management on September 5 – 6, 2005 at Sasa Patasala Building.  Thirty-one executives from private sector institutions and one Sasin faculty member participated in this hands-on participant-active seminar. They learned how to move towards and “outside-in” approach to managing customer relationships and how to plan and implement a competitive CRM system.