Simon Harper

London

CRM Specialist

Good article - emphasizing organisational change and governance as the cornerstone of adopting a CRM business model. It is NOT a box or piece of software!

It is about an organisation exploiting customer information for both its gains and if its smart its Customer's gains in facilitating appropriate services. CRM as a model touches each part of the board.

Solutions that help enable this, indeed as a one-stop-shop, are few and far between. Many are hyped but rarely match organisational capability where exploitation of the organisations information estate delivers much of the CRM capability.

Simon