The financial services industry has gradually concluded that customer relationship management is an expensive exercise with minimal rewards, and interviews with executives at a technology conference ...

The management and coordination of service has been the subject of a great deal of attention over the past 20 years as customer and field service has moved from its traditional role as a cost center ...

Now that supermarket operators are inundated with Customer Relationship Management data, what should be done with it? This appears to be a simple question, yet many retailers are wondering this aloud ...

At a recent roundtable of Customer Relationship Management (CRM) specialists, a journalist tabled this question: "If I'm a company that is very traditionally Asian, with a strict hierarchical ...

As a small-business owner, you work hard to get new customers, and once they visit your website or walk in the door, you should do everything you can to make sure they stay a happy customer and return ...

Back in my high school days in Texas, I had an incredible physics teacher. (Most of us knew him as the tennis coach, but he had plenty of skill as an educator.) On the first day of class, he conveyed ...

In a year when it seemed that CRM continued to blur into other technologies — artificial intelligence, the Internet of Things, analytics and predictive tools, plus a host of other older technologies — ...

Your A to Z guide to managing customer relations in good times and bad. Customer relationship management is centuries-old common business sense. Here are key challenges and techniques to applying CRM ...