My company recently switched software vendors after doing business with them for a very long time. On the ride home from work the other night, I broke down the entire experience from the perspective of a customer relationship management (CRM) consultant. Though this analysis did not make me feel any better, I thought that by comparing this company's missteps to any recent issues you've faced might be a useful way for you to evaluate your company's "CRM-ness."

The bottom line is this: attention to CRM initiatives would have saved my company as a customer.

Register or login for access to this item and much more

All Information Management content is archived after seven days.

Community members receive:
  • All recent and archived articles
  • Conference offers and updates
  • A full menu of enewsletter options
  • Web seminars, white papers, ebooks

Don't have an account? Register for Free Unlimited Access