Gary Lemke
President
RealMarket
glemke@realmarket.com
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Search Our Catalog of Articles
As
Seen in CUSTOMER Support Management magazine - November 2001
issue.
CRM: The Perfect Storm
Hold your horses, everyone. CRM is not growing as fast as the experts have been reporting, and I've got the numbers to back that up. Instead of the forecasts for "clear sailing" you've read about this year, I'm predicting that CRM is headed straight for a perfect storm.
What's a perfect storm? Well, beyond the fisherman-versus-nature story portrayed in the movie of the same name, the Perfect Storm was, in reality, a 1991 "nor'easter" created by a freak confluence
of violent weather: A cold front had moved across the Great Lakes, producing prime conditions for a cyclone. An extra-tropical cyclone then formed along the cold front, gaining strength as it moved toward the New England area. At the same time, Hurricane Grace, which had been dying out in the Atlantic, actually gathered speed, and moved onto the scene. The extra-tropical cyclone, a high-pressure system, and the regenerated Hurricane Grace combined to form a perfect storm, thus creating almost unimaginable conditions that included one-hundred-foot waves - still among the highest recorded wave heights on this planet.
FULL ARTICLE
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