RIGBY, Darrell K <br/><br/>
Avoid the four perils of CRM 

 -  feb.2002 
<br/><br/> Companies pour millions into customer relationship management, but most initiatives fail to deliver. Here's why - and what you can do raise the odds of success. Customer relationship management is one of the hottest management tools today. But more than half of all CRM initiatives fail to produce results. Learn why so many CRM programs come up empty and what executives can do to reverse that trend