In 2010, we found that CRM efforts were largely focused on results-oriented activity, with special attention paid to sustainability and customer retention. CRM was primarily used as a platform for nurturing and developing a better understanding of customers and using this increased knowledge to develop relationships. This was critical to businesses as a result of the economic climate and the changing dynamics of customers and internal resources that this climate created. ...
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, Product Manager, Dynamics CRM |
22 February 2011
CRM, innovation, 2011 predictions