If Not CRM, What?


Is CRM dead?

Just like the doubts about enterprise resource planning and other technologies that have risen and fallen from the heights of technological stardom, this question is often born from irate IT buyers who want to close the books on a costly IT misstep. Or this question can be reflective of a technology that has reached a critical stage of its evolution and, in a profound way, has failed to deliver.

In the case of customer relationship management (CRM), it’s difficult to refute that CRM

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