Customer Information & CRM
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The Five Waves of CRM
How CRM Functionality and Architecture Have Evolved
by Patricia SeyboldCRM has been a moving target, moving through five distinct waves of demands and technology solutions. -
What’s Important in CRM Architecture?
A Framework for Evaluation and Comparison
by Mitchell KramerThis report describes our framework for evaluating the architecture of CRM products, an important factor in CRM product selection. -
What Is CRM?
Where Are We? Where Are We Going?
by Mitchell KramerCustomer relationship management (CRM) is the hottest trend in information technology. CRM is the way for your company to become customer-centric, and customer-centric companies have satisfied, loyal, and profitable customers. -
The Customer Revolution
How to Thrive When Customers Are in Control
by Patricia SeyboldIn The Customer Revolution, the essential truths of business today are identified: “The Internet economy is the customer economy, and the fundamental source of value in the new customer economy is customers.” In the customer economy, the depth of your customer relationships is directly proportional to the value of your business. Attracting and retaining customers will be the core competencies of successful firms. Companies will be increasingly valued based on how they build relationships with their customers and on those customers' long-term value to the company.
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