So if what’s being proposed is a so-called CRM system (customer relationship management) the [business] objective might be to increase revenue and decrease the cost of sales. What I suspect you’re ...

Abstract: Customer Relationship Management (CRM) systems have come a long way in their evolutionary life cycle. From being used as a mere Rolodex of customer information, they have transformed into ...

If your organization isn’t tapping into the benefits of customer relationship management, it could fall behind the competition. Many business owners are already aware of Customer Relationship ...

Nancy T. Egan is managing director of Key Success Profiles, a consultancy on organizational, operational and technology strategies for achieving customer relationship management objectives. Egan has ...