Every company is addressing customer relationship management (CRM) ­ or ought to be! CRM is the most important concept of the day. Indeed, a company's very survival depends on how well CRM is implemented. Yet most companies have trouble even defining what it means. CRM is one of those all-encompassing terms. It can mean a specific chat capability to one organization, while another may think of it more broadly as anything that touches the customer. To survive and thrive in today's business economy, the organization must come to grips with how itdefines CRM, and what portions of the customer experience will be addressed through specific CRM initiatives it will pursue, regardless of how other organizations define it.

I see the world of CRM being carved up into five major pieces:

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