Back in the early 90’s, ‘CRM’ wasn’t even a trendy acronym. You had a few players thinking beyond 'stovepipe' enterprise applications, but not much beyond. Fast forward to 2001. CRM has gotten fat, and the fatter it gets, it becomes more difficult to understand, more expensive to buy, more difficult to implement, and less likely to satisfy - either buyers of the software or their customers. Keep your eye on the ball: your customers, and your business.
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Remember, you can't change what you don't measure. Analytical CRM, and Corporate Business Intelligence, are hard core and here to stay, and will only become more important as the fight to keep customers loyal and happy rages ever fiercer. Collaborative CRM Now, we get to the wizzy, obvious, up-front stuff that has given CRM the e-CRM makeover, and made everyone so excited about reducing costs and improving web-based service. This is the part about the new, cooperative efforts in CRM, like web