Chapter 1. What is CRM and Why is it Important?

Express Version

What is CRM?

Elements of CRM

The Benefits of CRM

Can CRM Technology Conquer All CRM Challenges?

CRM Nirvana ”What Is It and Is It a Worthwhile Goal?

Why Does CRM Fail So Often?

Is CRM Just for the Big Guys?

Can CRM Work If It's Not Integrated?

Does CRM Deliver Applications or a Tool Kit?

What's the Place of IT in CRM Initiatives?