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Customer Relationship Management: Getting It Right! by Judith W. Kincaid

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Chapter 13. Understanding the Technology Component

The third component of our CRM infrastructure is technology. In Chapter 11, we learned that data, the lifeblood of CRM, must be stable and dependable over time, but tools can be disposable. Had you heard that before? Probably not: software vendors can't make money selling you your own data. In fact, even selling software isn't all that profitable. It's selling customer services and product support that bring in the real money!

Vendors don't want open systems because they want you to be locked into their solution and to depend on them for consulting, long-term support, and future software purchases. Because new tools are released all the time, in the ideal world, the best option for companies ...

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