Let’s face it, the term “CRM” has been bludgeoned into near-meaninglessness. That’s not to say the world’s about to stop using it, but I believe it would help all of us to exchange views on what we believe it should mean. At the very least it will help us avoid disagreements around semantics rather than substance.
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The challenge, Dick, is that “CRM” is so big, it can include nearly every aspect of a business. More specific terms, such as Customer Communication Management, Customer Data Quality, etc. probably define a more actionable scope.