CRM has come under fire from numerous fronts over the past year and reports of failure are common. Yet the fundamental strategy of CRM is sound, and organizations continue to strive to achieve it.

Maximizing CRM Success Through Performance Measurement Using the balanced scorecard approach to drive strategic CRM results. James Brewton, president, CRMetrix Organizations today are now looking for ...

Definition: A set of principles and analytic techniques for improving an organization’s performance in four general areas: financials, customers, learning and internal processes. What it means: ...