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FICO Scales with Oracle Cloud

FICO Scales with Oracle Cloud

Doug Clare, Vice President at FICO, describes how Oracle...

Is Your Enterprise IT the Best It Can Be?

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The IoT Imperative for Consumer Industries

This IDC white paper examines current and future...

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In this ebook, we’ll explore the various themes leading...

Your B2B Content Strategy in 2017: How To Think Like A Movie Studio + 6 Other Tactics

Your B2B Content Strategy in 2017: How To Think Like A Movie Studio + 6 Other Tactics

Jon Lombardo, Creative Lead, LinkedIn, reveals in this presentation...

CRM: The Most Important Relationship is with the Customer, Not the Data

June 2, 2011 No Comments

When we discuss Customer Relationship Management (CRM) it’s often in the context of technology. But technology is only one element, and not the hardest one to grasp.

CRM is about people, processes and technology, and in that order. It’s a discipline that’s practiced even without technology. Ever had a clerk or a waiter remember your name? That’s CRM. Gotten a break on a price from someone you do regular business with? That’s CRM. Received a note or an email letting you know that something you asked about is now in stock? That’s CRM, too.

But scaling those relationship moments requires technology — and that’s where CRM often runs into problems. A disturbing percentage of CRM implementations — between 40 and 80 percent, if you believe the industry researchers — ends in “failure.”

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