Biographical Information
Dick Lee

Articles By Dick Lee
Companies face a choice.
Posted 01 Jul 2006
Managers shouldn't expect success if users haven't been sold on CRM.
Posted 04 Mar 2003 [March 2003 Issue]
The art of artifice in CRM.
Posted 23 Dec 2002 [January 2003 Issue]
CRM best practices have been hiding in plain view.
Posted 13 Nov 2002 [November 2002 Issue]
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.
Posted 12 Sep 2002 [September 2002 Issue]
As more customers embrace a new generation of CRM applications, some old standbys face uncertain futures.
Posted 01 Jul 2002 [July 2002 Issue]
The CRM software field is expanding, not contracting.
Posted 01 May 2002 [May 2002 Issue]
The biggest impediment to CRM in a bad economy isn't the budget.
Posted 21 Feb 2002 [March 2002 Issue]
Industry experts and analysts are trying to predict the future of CRM without customer input.
Posted 04 Feb 2002 [February 2002 Issue]
Customer satisfaction data on CRM software is in, and no one is smiling.
Posted 28 Dec 2001 [January 2002 Issue]
Only companies with good intentions toward customers can successfully practice CRM.
Posted 28 Dec 2001 [January 2002 Issue]
Fishin' for ideas on a Minnesota lake.
Posted 29 Oct 2001 [November 2001 Issue]
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.
Posted 22 Aug 2001 [September 2001 Issue]
Tell me... who blew it this time?
Posted 20 Jun 2001 [July 2001 Issue]
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?
Posted 20 Mar 2001 [April 2001 Issue]
To move forward, often we must look back. Here's a look back, CRM-style.
Posted 26 Feb 2001 [March 2001 Issue]
Whether the technology likes it or not, it's time to remind ourselves who is at the center of CRM
Posted 28 Jan 2001 [February 2001 Issue]
Is the potential high cost of using consultants worth it?
Posted 20 Dec 2000 [January 2001 Issue]
SFA begat CRM, which begat eCRM, which begat XRM...gimme a break.
Posted 22 Nov 2000 [December 2000 Issue]
You ought to expect the same kind of customer-centric selling from your software supplier that you hope to provide to your own market.
Posted 26 Oct 2000 [November 2000 Issue]
As CRM struggles to become a real, grown-up corporate discipline, a new breed of specialists replaces the pioneers.
Posted 26 Sep 2000 [October 2000 Issue]
Reluctant senior executives may need some convincing before they'll take the leap to CRM.
Posted 28 Aug 2000 [September 2000 Issue]
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.
Posted 26 Jun 2000 [July 2000 Issue]
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.
Posted 25 May 2000 [May 2000 Issue]
Is CRM technology ready to support the new sales/marketing discipline?
Posted 01 Jan 2000 [January 2000 Issue]
The battle lines are drawn, and the CRM camp is seeking allies.
Posted 01 Jul 1999 [July 1999 Issue]
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