I have a lot of fun writing about CRM -- the ideas, the tools and how they're brought together as a coherent strategy. CRM is a foundation on which to build relationships, layer on additional sales and support tools, and create a customer-centric business. But this foundation needs a foundation. After all, businesses thrived even before CRM technology was invented. While we in the CRM space like to say that you need a solid CRM foundation in place before you can grow to the next level, we tend to forget that CRM itself needs to rest on a solid foundation.
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