Denny Hatch is the author of six books on marketing and four novels, and is a direct marketing writer, designer and consultant. His latest book is “Write Everything Right!” Visit him at

CRM is marketing jargon for "customer retention marketing" or "customer relationship marketing." That's the gibberish spouted by number-crunching business school grads and MBAs. If you are in marketing, your business is to create customer relationship magic.

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