The ever-changing face of CRM

09/14/2011 | Comity Technology Advisors

In the fast-moving world of customer relationship management, the insights of 16 months ago are already outdated, writes Mitch Lieberman. In the future, more workers will use CRM -- not just front-line employees but also those involved with functions such as engineering and manufacturing, Lieberman argues. Another change: Engagement with customers, once reserved for events such as sales, will become a longer-term focus.

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