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crm page on CIO Index provides important information and resources on the topic - what is crm?, articles on crm, experts in crm etc. Members are free to download crm powerpoint presentations, excel spreadsheets, adobe pdf, word documents (login required), and view the profiles of or directly contact the crm experts listed using in-messaging.

Author of A Balanced Scorecard for CRM Effectiveness

A Balanced Scorecard for CRM Effectiveness

This paper presents a balanced scorecard based model to evaluate the effectiveness of a Customer Relationship Management (CRM) solution.

 
Author of How Companies Can Respond to Online Complaints

How Companies Can Respond to Online Complaints

Tone and context are crucial to effective damage control; the thing to avoid is a heavy impersonal hand.
 
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