Building relationships that last

Customer relationship management (CRM) may be one of the rare IT acronyms that is used in ordinary, everyday terms. It seems self-explanatory and, in many respects, it is.

3rd July, 2010

Customer relationship management (CRM) may be one of the rare IT acronyms that is used in ordinary, everyday terms. It seems self-explanatory and, in many respects, it is.

But as a genre of business software, it has broadened and matured well beyond its original focus. Its origins go back to the basics of contact management systems (CMS), an acronym now out of fashion.

Yet contact management is the essence, or at least the basis, of...

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