CRM: Still Misunderstood, Still Vital


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Bob Thompson chats with Francis Buttle about the second edition of his book, Customer Relationship Management: Concepts and Technologies.

Discussion topics:

  • Why is CRM still misunderstood?
  • How does CEM relate to CRM?
  • How can CRM help with the down economy?

Recorded on November 12, 2008.

Francis Buttle
Dr. Francis Buttle founded the consultancy that bears his name back in 1979. He has over 40 years of international experience in consulting, training, researching, educating, and writing about a broad range of marketing and customer management matters. He is author of 15 books, has been a full professor of Marketing, Customer Relationship Management, Relationship Marketing, and Management.


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