CRM and the New Economy

Some of Giga’s most insightful analysts come up with thoughtful, timely responses to a variety of questions around CRM. Customer relationship management (CRM) has become a hot topic with the new opportunities afforded by the Internet. However, at the same time that the Internet makes CRM more achievable (by enabling companies to capture more information about their customers and open channels for real-time interaction), it also makes it more imperative and more challenging. Privacy issues loom. Portals come between customers and companies. Technology sputters. This collection of IdeaBytes sheds some light on the complexity of issues surrounding CRM. It offers a variety of perspectives on a range of questions such as: How do you get beyond the hype to the customer at the center? How do you distinguish between all the new acronyms (IRM, ERM, CRM, eCRM)?How do you integrate the front office and back office and take advantage of the business opportunities associated with integrating the enterprise value chain? How is e-commerce interacting with CRM? Questions that need answers, and some of Giga’s most insightful analysts come up with thoughtful, timely responses.