A CRM System Needs A Data Strategy
David McNamara - January 18, 2001

Introduction

An underutilized customer relationship management (CRM) system - or one that cannot match its owner's expectations - will reflect poorly on both the vendor who sold it and the IT manager who authorized the purchase and installed it. Both, however, can help successfully manage such expectations (and add value to their respective roles) by wisely counseling about the strategic context into which a CRM system must function...