The State of CRM: Addressing Deficiencies and the Achilles' Heel of CRM

by Raymond Pettit

Now, more than ever, companies are keenly aware of the tremendous benefits associated with understanding current and prospective customers. Competitors abound and information is in abundance, yet consumers seem to have less and less time to make informed purchasing decisions -- these are but a few signs of a paradoxical situation [3].

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The State of CRM: Addressing Deficiencies and the Achilles' Heel of CRM March 2002