Can we really manage?

In this introductory article to Admap’s ‘Focus: CRM & loyalty’ the author raises the issue of how to implement the strategies postulated by customer relationship management.

Can we really manage?

It is several years since the magic letters CRM customer relationship management first started to appear in the trade press. Now, there are several major websites, articles, conferences, books (try feeding CRM into amazon.com's...

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