The Business Value of CRM

Companies looking to improve customer satisfaction and the bottom line must deliver a great customer experience over the long term. To do that, its critical to define technologys role before, during, and after the experience occurs. Jim Davies, Research Director at Gartner and Don Peppers, cofounder of Peppers & Rogers Group, discuss how to drive business value from your CRM initiatives by incorporating customer strategy into CRM technology implementations.

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Good Insight on the CRM Ghanshyam Shah (May 30, 2011)

Nice job on the value of a CRM. I have been a Peppers fan since my days at Xerox. They bow down to him. AccentGoldSolutions (October 19, 2010)

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