As Capillary gets ready for the CRMC conference this June in Chicago, I can’t help but think about what Customer Relationship Management (CRM) means and its impact to companies worldwide and to me, as an individual. While the acronym CRM means different things to different people, here is what it means to me.
CRM is about forming and maintaining personalized customer relationships. In the retail industry, it’s about making a shopper feel understood and valued as a customer....