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.
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