Gary Lemke
President
RealMarket
glemke@realmarket.com
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As
Seen in CUSTOMER Support Management magazine
- July 2000
issue.
Has CRM Lost Its Mojo?
The other day, I was talking with an industry analyst and popular speaker whose area of expertise-in fact, his whole reason for existence-is CRM. He lives it, eats it, breathes it. His day is consumed with research to determine the best CRM strategies, and he is constantly briefing his clients on the latest CRM trends. Yet, although CRM is his mantra, in the middle of our long conversation, he suddenly blurted out: "You know, for every one individual who attends
my presentation on CRM, I get five who attend my eBusiness presentation. Funny thing, though: it's the same presentation. Same slides, same words, same conclusions. The only difference is the title."
"What?" I pressed. "Do you mean that CRM is no longer compelling?"
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