Along with "dot-com" and "ASP," one of the hottest buzzwords in today's IT industry is "CRM," or "customer relationship management." To some extent, CRM is simply an outgrowth of the old business adage that it's much easier to keep existing customers happy than it is to endure the effort and expense of finding new customers -- especially in an era of global competition.
About The Author
Ed Yourdon was cofounder, with Karen Coburn, of Cutter Consortium. Ed served as Fellow of the Cutter Business Technology Council, and Founding Editor and Editor Emeritus of the Cutter IT Journal. He chaired Cutter's Summit for many years. Mr. Yourdon is widely known as the lead developer of the structured analysis/design methods of the 1970s. He was a codeveloper of the Yourdon/Whitehead method of object-oriented (OO) analysis/design and the… Read More
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