The Customer Is Always Right: CRM Up on the Buy Side

Victor Anderson, Editor-in-Chief, Waters

In three separate interviews I conducted recently, customer relationship management (CRM) emerged as a major business driver across the buy side. This is significant for a number of reasons, although three random interviews conducted in the UK hardly constitutes a trend that can be applied as a proxy for the entire global asset management industry.

But the CRM issue is significant and could be the starting point of a buy-side shift away from “introspective” technology deployment—that is

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