Once A Silver Bullet,
CRM Is Now A Dirty Word
At the turn of this century, customer relationship managementthe idea that technology will enable us to determine the wants and needs of our most profitable customers and develop products and services aimed at themwas hailed as the paradigm that would give new life to the insurance industry.
Today, following highly publicized CRM project failures in the industry, experts say the technology endures, but the term inspires fear and loathing among customers and potential customers.
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