More firms are adopting customer relationship management (CRM) programs, according to a new report from The Conference Board. A total of 52 percent of the 96 global firms surveyed by The Conference Board have implemented a CRM system or solution.

"Customer relationship management is a way to link customer needs with organizational capabilities so that organizations can optimize their marketing investments," says Thomas Bodenberg, Senior Research Associate in The Conference Board's Performance Excellence and Operations Management research group and author of the report.

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