In the AMR Research Report titled “CRM: Inflicting Pain or Profit,” December 2002, we set out to formally quantify the value of CRM. One of the steps in the research process was to have the top 12 CRM ...

Customer Relationship Management (CRM) is comprised of complementary layers: • It's a philosophy of caring for and nurturing your customers. • It's the organization and roles that deliver fulfillment ...

It takes managers, not monolithic CRM suite vendors, to define the enterprise mission and identify useful measures of success and value-adding strategies. When management performs that function, IT ...

(Direct) Ask any four marketers what customer relationship management means to them and you’re likely to get four completely unique answers. Direct magazine knows—because it did just that. It talked ...

Digital disruption is profoundly changing marketing roles. The birth of the digitally empowered consumer has turned the tables on traditional business-consumer relationships, resulting in the ...

Some might argue that attempting to define the essence of CRM might be an overly ambitious undertaking in my first column as editor-in-chief. To be fair, I've been studying the market for several ...

We collaborate with the world's leading lawyers to deliver news tailored for you. Sign Up for any (or all) of our 25+ Newsletters. Some states have laws and ethical rules regarding solicitation and ...

Asked to define CRM, most enterprise executives will tell you it’s the process of moving a company from a product-centric focus to a customer-centric one. Since customers ultimately write your ...

Customer relationship management programs have become too much about the technology and not enough about the customer relationship, according to Harvard Business School professor Susan Fournier. The ...