CRM Success Calls for Balance: Consider an Irksome Example

by Curt Hall

Again and again, I'm reminded that customer relationship management (CRM) involves more that just up-selling and cross-selling. In fact, I sometimes wonder whether organizations sometimes use CRM merely as an excuse to placate themselves for failing to address bad business practices. It never ceases to amaze me to think about how much time and money some companies must be spending on their CRM efforts only to continue carrying out wrong-headed practices that are obviously alienating or driving away customers.

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CRM Success Calls for Balance: Consider an Irksome ExampleTue Mar 02 08:41:22 CDT 2010