A New Customer Relationship Management Framework: Twenty-first Century Necessity, or Blowin' in the Wind?
Paul Greenberg - September 21, 2006

What do you think about when you think customer relationship management (CRM)? My bet is that you'll think that it's marketing, sales, and support functions, or a strategy that is designed to garner customer commitments of some sort, or an outlook and set of practices that will drive customer behaviors when it comes to product or services sales—and the words up-sell and cross-sell will be prominent in your musings. But that is oh-so-either-twentieth-century or so-five-minutes-ago that it just doesn't make it. ..