The Customer Relationship Management Vision: It Starts with Relationships
Michael Chuchmuch - December 19, 2007

When it comes to the creation of a customer relationship management (CRM) vision that truly serves to enhance the customer experience, so many organizational leaders are trapped within their own understanding of what that vision entails. Consider the following statistic: of all CRM programs initiated, roughly 70 percent involve a great solution but a bad implementation plan, resulting in poor return on capital employed (ROCE) and, equally important, a negative CRM experience for all parties involved...