The rules of ROI in CRM

Gomolski, Barb
June 2001
InfoWorld;06/04/2001, Vol. 23 Issue 23, p98
Trade Publication
Explores whether the rules of return on investment apply to customer relation management (CRM) in information technology industry. Why companies in the leader category run the risk of overplanning; What drives CRM; One challenge of a company as it approaches CRM.


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