The Evolution of CRM: Revitalizing Sales, Service and Marketing

Accenture believes that the "science" of managing customer relationships, CRM, has entered a new phase, bringing new imperatives for protecting and growing the value of the customer relationship. This article, authored by Accentures John Freeland, explains the evolution of CRM and discusses how the next phase will give companies the opportunity to realize at last the full value of their customer relationships -- if they make the right choices today.