A slowing economy has many companies rethinking their approach to customer relationship management. On the wane are large corporate-wide initiatives instead organizations are using smaller and more well-defined applications to solve specific problems, states Denis Pombriant, research director at Aberdeen Group, in a newly released CRM market report. “The overarching/integrated CRM architecture is still important for the CIO, but line management is more focused on solving problems that will have a short-term impact on the bottom line,” Pombriant says.
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