Even at post-tech bubble prices, adopting a CRM system requires a sizable commitment for any firm. Many of the companies making these investments, though, still are not realizing the maximum value for ...

This is the first in a 5 part series that revisits the evolving concepts behind CRM. It is an important addition to a subject that has become increasingly muddied by the introduction of social ...

The health insurance industry, especially in the U.S., has a long way to go before it achieves a high level of performance in the use of customer relationship management (CRM) tools. However, pressure ...

CRM projects fail--and succeed--for many reasons. When they fail it's often because they lack guidance. It takes a customer-centric vision across all departments and employee levels to be successful.

Something very interesting is happening in the world of CRM blogs: CRM is becoming less and less of a subject. Oh, it’s in there — it’s just being elbowed to the back of the stage by a whole host of ...

Oh, wait, you probably think that I'm talking about which companies to watch in 2010. Nah. I already made those decisions. I'm talking about how to deliver the list. Should I do it the splitscreen ...

At its core, customer relationship management (CRM) is all of the activities, strategies and technologies that companies use to manage their interactions with their current and potential customers. A ...