Unraveling the CRM Investment Knot

Specifically among high-technology companies, successful management of customer relationships has a proven correlation with sustained profitability. In this paper, excerpted from the third volume in the “Defying the Limits” book series sponsored by Accenture and published by Montgomery Research, Inc., the author discusses three pillars of change that innovative leaders are using to prioritize CRM investments and leverage customer relationships to drive profitable growth.