Beyond CRM 8 Steps to Better Customer Relationships
8. Select the right tools. Understanding, developing and nurturing customer relationships requires a strong flow of information across the enterprise. Having the right information at the right time and enabling effective interaction across all channels is critical for CMR. As such, the selection of the right tools becomes more specialized.
"Why CRM Doesn't Work" by Frederick Newell is available at bookstores or by calling Bloomberg Press, (800) 869-1231.