SEND THIS ARTICLE TO A FRIEND

CRM (Customer Relationships Management) appears to meandifferent things to different people. I haven't seen twodefinitions that really agree. The giant companies have manygoals when they speak of CRM. One that annoys me, that continuesto crop up, is the notion of immediate software response tocustomer requests. Sounds great. But when you read the fineprint, it also means less one-to-one company to customerinteraction. This is not a direction in which a small businesswants to move.