Part I: What s Not Working

Chapter List

Chapter 1: Why Doesn’t CRM Work?—Does the Customer Really Want to be Managed?

Chapter 2: It’s Not a Question of the Chicken or the Egg—It’s Not Technology that Drives Relationships

Chapter 3: “One Girl in a Convertible...”—It takes more than a database

Chapter 4: Why Do We Have Two Ears and Only One Mouth?—The importance of dialog

Chapter 5: It’s No Longer Good Enough to Ask Forgiveness Rather Than Permission—One Person’s Relevance Is Another Person’s Intrusion