CRM Done Right

In association with
9th Nov 2006

Early adopters of CRM systems were often disappointed by high costs and elusive benefits. Now some companies are reaping strong returns on their CRM investments.

This report from the Harvard Business Review discusses how companies should consider CRM as part of a wider business strategy, looking at the four key questions to consider that are paramount to CRM success:
  • Is it strategic?
  • Where does it hurt?
  • Do we need perfect data?
  • Where do we go from here?
The paper also discusses in detail the cost of CRM and the customer relationship cycle. By Darrell K Rigby and Dianne Ledingham at Harvard Business Review

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