CRM of the crop

The hype that surrounded customer relationship management (CRM) a few years ago has been tarnished by tales of expensive failure. The IT-led nature of the early projects, coupled with users' lack of insight into exactly what they were trying to achieve, were both blamed for these setbacks. In fact, the problem was usually the lack of a customer culture within the users' organisations. The problem is that the personal elemen cannot be delegated to a computer system.

Those episodes occurred acr

To continue reading...

You need to sign in to use this feature. If you don’t have an Insurance Age account, please register now.

Sign in
You are currently on corporate access.

To use this feature you will need an individual account. If you have one already please sign in.

Sign in.

Alternatively you can request an indvidual account here: