N2Growth Blog

MARCH 23, 2010

I was recently asked the following question: “What is the difference between CRM and CEM, or is there any difference between the two?&# In a previous post I addressed the practice of Customer Relationship Management (CRM) in fairly great detail. As most of you know I am a huge fan of well conceived CRM initiatives.

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Blog CRM Management Brand 304

Harvard Business Review

DECEMBER 20, 2018

In 2017, CIO magazine reported that around one-third of all customer relationship management (CRM) projects fail. But in my work with clients, when I ask executives if the CRM system is helping their business to grow, the failure rate is closer to 90%. That was actually an average of a dozen analyst reports.

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CRM Project Succession CIO 11

Harvard Business Review

MARCH 10, 2017

Yet much of the data from sources such as CRM reporting tools and time studies is self-reported, and thus inherently flawed. They worked with sales specialists but also people who could bring expertise to bear on, or expedite, the handling of a customer issue, such as staff in finance, legal, pricing, or marketing.

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Software Metrics CRM B2B 9

Harvard Business Review

DECEMBER 21, 2011

Finance puts the systems in place to track the money coming in. Capturing account information using a CRM or other system: That way, people throughout the company, not just one salesperson, can learn the needs and history of each customer. Your R&D group develops a unique new product. Manufacturing produces it.

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Company Market Penetration Long-term Short-term 14