What If Your CRM Strategy Were a Mirage? Part 2: Customer-Managed Interactions

by Gabriele Piccoli

In my previous Advisor in this series, I made the case that customer relationship management (CRM) strategies that seek to deliver personalization, inference, consultation, and advice based on customer data the firm collected may face an inherent limitation (see " What If Your CRM Strategy Were a Mirage? Part 1: The Inherent Limitations of CRM," 23 November 2005).

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What If Your CRM Strategy Were a Mirage? Part 2: Customer-Managed InteractionsWed Dec 07 14:20:55 CST 2005