What is CRM and what does it consist of?

In association with
7th Aug 2002

There appears to be much confusion in the marketplace as to the exact nature of CRM, primarily because so many different developments are included within its scope. This has then been aggravated by software vendors trying to include their own products within the scope of CRM.

CRM-Forum guru Richard Forsyth addresses this topic in three sections: three inter-related trends which are coming together and are being labeled as CRM; preliminary results from the recent CRM-Forum survey with more than 750 responses from CRM practitioners around the world; and conclusions. By Richard Forsyth

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