You Might Expect Better – Guest Post by Fred Zimny

Let us define the starting era of CRM as of the mid nineties, after sales force automation and database marketing became mainstream. Nowadays CRM is big business. Gartner projected circa 13 billion dollar sales for CRM in 2012. In 2017, the market will be about 22 billion dollar, according to the research firm Trefis. Customer Relationship Management should be about managing the