Customer Relationship Management in the 21st Century
I will start this concluding section with a perturbing fact for all practitioners and academics in CRM that has already been emphasized in the introductory sections of this thesis: “The three year economic downturn has cooled even Wall Street’s ardor for fancy new IT gear. [⋯] The problem is that most IT projects are lengthy affairs and notoriously ’back loaded.’ [⋯] Few things in technology have promised so much and delivered so little as ’customer (or client) relationship management’ (CRM)software. In implementing CRM, insiders reckon that four out of five such projects fail to deliver the goods.” (The Economist 2003, p. 16)
KeywordsCustomer Relationship Management Customer Relationship Customer Behavior Marketing Manager Loyalty Program
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