Implementing a winning CRM strategy

Industry analysts estimate that the market for customer relationship management (CRM) products and services is in the range of US$5 billion to $12 billion by 2004. But companies may be jumping into the fray too quickly, believing that moving to automated customer-facing systems is as simple as choosing a packaged application. Implementing CRM is tough, particularly for companies looking to integrate all points of customer contact with the Web.

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