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 ...

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 ...

Customer Relationship Management (CRM) is a term used to identify how a company manages its interactions with current and future clients, learning more about the needs and behaviors of customers. Many ...

The question of CDP vs. CRM is often posed as an either/or scenario. I argue you need both/and to deliver optimal customer experience. Here's how. Competition is fierce in the area of customer ...

At the core of customer relationship management is "who am I talking with?" In a simple SFA or CRM system, it's obvious: you called them, or they called you. But in enterprise CRM, it's tricky to ...

At the core of customer relationship management is “who am I talking with?” In a simple SFA or CRM system, it’s obvious: you called them, or they called you. But in enterprise CRM, it’s tricky to ...