A Lexicon for Customer Relationship Management Success

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A Lexicon for Customer Relationship Management Success
Glen Petersen - September 29, 2008

User Dissatisfaction with Customer Relationship Management

Despite technological advances, users are dissatisfied with customer relationship management (CRM) systems. Ambiguous terms do not provide the vocabulary for concrete action and measurable expectations. Thus, CRM is perceived to be about intangibles, and is approached with a let's-hope–for-the-best mentality...

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