Mike, you might want to add that the term CRM has been hijacked by the vendors early on with the result that it has become a technology instead of a strategy that is supported by technology. “Implement my CRM — that will solve all your problems” ;-)

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Helping businesses to improve in Digital Transformation, Customer Engagement, Customer Experience, CRM, Innovation

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Thomas Wieberneit

Helping businesses to improve in Digital Transformation, Customer Engagement, Customer Experience, CRM, Innovation