What is CRM in Financial Services?

5th Apr 2001
We think that CRM is best defined as something that all companies do, not that some companies buy. Furthermore, we think that CRM is something all companies have always done, and always will do. ERP was an acronym invented by technologists to act as an umbrella for tools and technologies to automate the management of corporate resources. So CRM arose from the need for a term which technologists could use to reference tools and technologies that improve how a companys customers are managed. However, to understand CRM we need to step back from any narrow technical definition and consider what customer management means to the business, rather than to IT.
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