Editor's note: The first article, by Peter Moses and John Moses, in this two-part series was published in June 2005's Viewpoint section. CLICK HERE to view part 1. Many companies are finding that the ...

For the rest of the June 2009 issue of CRM magazine — The Social Media Issue — please click here. The digital edition of the issue can be found here — the Social Media Maturity Model spreads across ...

The value (both current and proposed) of customer relationship management (CRM) initiatives must be measured through an assessment model correlating qualitative domains (i.e., people, process, and ...

A CRM solution should: (1) provide powerful functionality that supports your users in their daily activities, (2) be sufficiently flexible so that it can be configured and customised to meet their ...

Unified CRM, the third of three maturity stages for customer relationship management users, marks the next chapter in customer engagement. Customer relationship management is widely used by companies ...