When good CRM goes bad

If the customer ends up steaming, it's probably not the fault of the CRM software, but the processes and philosophies behind how it is being used. "The CRM experience tends to reflect business culture," says Ben Green, business solutions marketing manager for Microsoft New Zealand. Read more >>>

This article first appeared on CRMbuyer.com on 5th May 2006. It was written by Vikki Bland. © 2006 New Zealand Management. All rights reserved. © 2006 ECT News Network. All rights reserved.