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Stewart Walker of Softlab says consultants working on CRM projects must offer a competitive service.
Jigsaw approach - Part 1 | Part 2
Like so many TLAs (three letter acronyms), customer relationship management or CRM is an invention of the IT industry: it is not yet in general use among the business community.
However, the concepts behind CRM – such as increased customer focus, mass customisation and reducing transaction costs through the use of new technologies – have been widely embraced by business people across all sectors.
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Consultants' Advisory 2001
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