CRM Ethics Operations Project 
Harvard Business Review
AUGUST 1, 2012
On the other hand, most businesses are operating with traditional models of salesperson recruitment and training. Increased use of technology, they told us, means that online channels are substituting for traditional face-to-face meetings, and CRM systems are providing new insights into customers.
Harvard Business Review
OCTOBER 13, 2014
Say you introduce an innovative new customer-relationship-management (CRM) tool for your sales force, and revenue increases by 15%. In one project , the group looked for ways to encourage hotel guests to reuse their towels, an environmentally friendly practice that could also save Disney money. The change is a success, right?
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