CRM, Success, and Best Practices: A Wake Up Call (Part One: Searching and Establishing the Business Parameters of CRM)

Customer relationship management (CRM) represents a powerful and sophisticated set of software applications that are designed to leverage the efforts of customer-facing functions such as sales, marketing, and customer service. The CRM industry continues to flounder due to high costs and perceived high failure rates. Despite thousands of pages of analyst reports and hundreds of books written on the subject, the industry and the end … [ Read more ]