Something approaching science?

The customer relationship management (CRM) industry is set to be worth $76.3 billion by 2005 but over 50% of projects will fail to meet benefit objectives.
  

Something Approaching Science

Cluster analysis procedures in the CRM era

Agnes NairnUniversity of Bath andPaul BottomleyCardiff University

Introduction

As customer relationship management (CRM) sweeps through global business there is reawakened...