What If Your CRM Strategy Were a Mirage? Part 1: The Inherent Limitations of CRM

by Gabriele Piccoli

I have recently become very interested in the business value of data and the notion that the wealth of customer data generated by a firm's transaction processing systems can be put to use after the transaction to which the data refers has long been processed. Certainly, we have known for a long time that customer transactional data has value. Yet to this day, in my interactions with executives and owners, I often hear much lip service being paid to the value of data before the bomb is dropped: "We generate huge amounts of data, but who has time to look at all these reports?"

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What If Your CRM Strategy Were a Mirage? Part 1: The Inherent Limitations of CRMWed Nov 23 14:01:19 CST 2005