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Further to the post by Ross regarding the e-Influence tool, this article on thewisemarketeer really makes the link between the changes in how the web is impacting business and our own traditional expertise in CRM, suddenly very clear.
It describes how CRM is now on the brink of a new phase where Customer, Relationship and Management, all mean quite different things to when the phrase CRM was coined in the 80's.
Definitely worth a read.
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This page contains a single entry from the blog posted on December 7, 2006 6:08 PM.
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