Companies face a choice.
Posted 01 Jul 2006
Managers shouldn't expect success if users haven't been sold on CRM.
The art of artifice in CRM.
CRM best practices have been hiding in plain view.
Attempts to link CRM to September 11 show a terrifying lack of understanding of how and why CRM works
Posted 07 Oct 2002
Attempts to link CRM to September 11 show a terrifying lack of understanding of how and why CRM works.
As more customers embrace a new generation of CRM applications, some old standbys face uncertain futures.
The CRM software field is expanding, not contracting.
The biggest impediment to CRM in a bad economy isn't the budget.
Industry experts and analysts are trying to predict the future of CRM without customer input.
Customer satisfaction data on CRM software is in, and no one is smiling.
Only companies with good intentions toward customers can successfully practice CRM.
Fishin' for ideas on a Minnesota lake.
CRM solutions providers are caught in a potentially deadly game wherein gaining recognition for innovative technologies has become more important than providing a solid product.
Posted 10 Oct 2001
Product life cycles morph into "promotion" life cycles in CRM-land.
Tell me... who blew it this time?
Columnist Dick Lee asks the question, "Is wireless promotion deceptive...or just delusional?"
Posted 18 May 2001
Through a painful series of aborted CRM projects we've learned that CRM will only fly if the whole company flies with it.
Posted 14 May 2001
The apples in a barrel of mixed fruit are good, therefore the whole barrel is good. Say what?
To move forward, often we must look back. Here's a look back, CRM-style.
Whether the technology likes it or not, it's time to remind ourselves who is at the center of CRM
Is the potential high cost of using consultants worth it?
SFA begat CRM, which begat eCRM, which begat XRM...gimme a break.
You ought to expect the same kind of customer-centric selling from your software supplier that you hope to provide to your own market.
As CRM struggles to become a real, grown-up corporate discipline, a new breed of specialists replaces the pioneers.
Reluctant senior executives may need some convincing before they'll take the leap to CRM.
Dick Lee defines CRM as a sequential four-step process, supported--but not driven--by technology.
Posted 10 Aug 2000
Separating software from process, CRM emerges as a customer-centric sea change for companies.
Forward-looking IT departments are taking advantage of CRM and the emerging power of customers to gain even more importance--and to become stronger leaders than ever before. No one had ever suspected IT could be so adaptable.
Posted 02 Jun 2000
CRM forces information technology departments to reevaluate their place in the organization.
The battle lines are drawn, and the CRM camp is seeking allies.
Is CRM technology ready to support the new sales/marketing discipline?