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"Avoiding a CRM Backlash"
by Rick Frazier - Principal, Booth Morgan Consulting, LLC
Will CRM retain its inaugural luster or come to be viewed as another over-hyped buzzword for consultants to cash in on? A CRM backlash can be avoided, but not by virtue of what CRM systems providers say or do. The lure of near-term riches is too attractive to expect providers to tone down the hype or turn away clients craving a quick panacea. Instead, it will be up to wary buyers to keep CRM from plunging into a backlash abyss. A comparative analysis with the reengineering saga offers lessons for managers in charting a more prudent course for CRM.
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