Asking the Right CRM Questions (NewsFactor)

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April 5th, 2005, 04:01 PM

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Asking the Right CRM Questions (NewsFactor)

NewsFactor - Building a business case for a project involving information technology can be difficult. Perhaps none is more challenging than the CRM project, which involves such slippery concepts as satisfaction, loyalty and customer value. But it can be done right, according to Forrester Research's William Band.

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