10 things you should know about customer relationship management (CRM)

CRM has become a key business paradigm for organizations seeking to cultivate and expand their customer relationships, but many implementations fail because of misconceptions and unrealistic expectations.

Tom Mochal points out 10 fundamental facts about CRM to help you gain an understanding of what a CRM initiative will entail, such as the necessity of managing culture change, the timeframe required to adopt a CRM mindset, and the importance of a 360 degree view of the customer.

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