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"Why CRM Efforts Fail - A Memo to the CEO"
by Linda Hershey, President - LGH Consulting Inc.
All of the reasons for failure can be summed up into one resulting cause: The belief that you can buy a Customer Relationship Management solution. In spite of all the marketing hype, managing customer relationships is not a technology solution. It is a business culture with well-defined and implemented business processes, measurable business objectives, and an ability to quickly and efficiently adapt to the changing customer demands for products and services. This article provides specific actions and processes to address most of the reasons for past failures.
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