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 ...

When it comes to customer relationship management (CRM) systems, enterprises have unique issues to solve and obstacles to overcome. Over the past month or so, I've been working alongside CIOs and ...

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 ...

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 ...

(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 ...

Nutshell reports that simple CRM systems can deliver strong ROI through better user adoption and measurable metrics compared ...

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 ...