Title

Considerations for CRM Implementation: Part 1

Document Type

Article

Publication Date

2002

Source Publication

Cutter Consortium Business-IT Strategies Executive Report

Abstract

Customer relationship management (CRM) has emerged as the next major wave in the movement of firms toward the goal of tying together their value chain through the use of enterprise-level information technology. In fact, CRM seems to have picked up where enterprise resource planning (ERP) investment left off in the late 1990s, consuming tens of billions of dollars in investment and experiencing annual growth in the 30%-40% range. A question to be faced now is: how should firms be attempting to manage this next wave of enterprise-level information technology investment?

Comments

Cutter Consortium Business-IT Strategies Executive Report, (2002) Permalink: www.cutter.com/content/alignment/fulltext/advisor/2002/bit020109.html.

Note: This article is Part 1 of a three-part series.