Customer relationship management (CRM) as a strategy and as a technology has gone through an amazing evolutionary journey. The initial technological approach wa

CRM first entered the business vocabulary in the early 90’s; initially as a systems driven technical solution. It has since escalated in importance as system

CRM is an integrated information system that is used to plan, schedule and control the pre-sales and post-sales activities in an organization. This text is a ma

This book presents an extensive discussion of the strategic and tactical aspects of customer relationship management as we know it today. It helps readers obtai

In CRM, Jeffrey Peel defines Customer Relationship Management in a radical new way by putting communications at the center. In the past, CRM was mostly about th