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Customer Relationship Management Articles

Team Based Customer Management
FrontRange Solutions

Integrated business processes for small and mid-sized businesses strategies for success.

The Customer Differential: The Complete Guide to Implementing Customer Relationship Management
Melinda Nykamp
Provides a step-by-step game plan for firmly planting customer relationship management (CRM) at the core of a company. Presents strategies for delivering optimal customer satisfaction and value in every function and department, and demonstrates how expanding customer focus to permeate every aspect of business pays off, with examples from leading companies such as Hewlett-Packard and Dell. Nykamp is founder and CEO of a consulting firm. Annotation c. Book News, Inc., Portland, OR

How to Avoid a CRM Failure
John Taschek

There's never been a worse time to implement CRM packages. There's also never been a better time.

Customer relationship management has been hit by a double whammy: Bad economic times have forced companies into a major spending retrenchment, compelling them to put projects that don't have an immediate and obvious return on investment on the back burner; and though many companies have begun implementing CRM solutions, they are still losing customers in droves, begging the question of whether CRM implementations were worthwhile in the first place.

7 key reasons for CRM failures
Scott Nelson and Jennifer Kirkby

Customer relationship management (CRM) is still a rather new business strategy. Many enterprises are still in their first generation of CRM solutions, and although it has been rather widely accepted by Type A enterprises, many Type B and Type C enterprises are still debating whether they should undertake such initiatives. The value of having waited is that these late adopters have the benefit of watching those that have gone before to see what works and what doesn't. Gartner has examined hundreds of failed CRM initiatives, and we have identified seven key reasons that are the "usual suspects" for failure.

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