In the AMR Research Report titled “CRM: Inflicting Pain or Profit,” December 2002, we set out to formally quantify the value of CRM. One of the steps in the research process was to have the top 12 CRM ...

I didn’t realize it until this week, but there still seems to be some confusion about Social CRM in certain business circles. Let’s fix that right now. […] The closest best definition on the day came ...

(Direct) Ask any four marketers what customer relationship management means to them and you’re likely to get four completely unique answers. Direct magazine knows—because it did just that. It talked ...

When it comes to customer relationship management (CRM) systems, enterprises have unique issues to solve and obstacles to overcome. Over the past month or so, I've been working alongside CIOs and ...

Getting professionals to input or manage contacts in CRM has always been a goal – and a real challenge. It’s time to reset those unrealistic expectations and redefine the concept of CRM success. As ...

Think of your CRM operating model as the blueprint for how your organization manages everything connected to your customer relationship system—the people, the processes, the data, and the technology ...

A customer relationship management (CRM) package from Microsoft that tracks sales people and customers. Introduced in 2003 for internal servers, an online service similar to Salesforce.com debuted in ...