CRM: Bridging the cultural gap
CRM systems are fundamentally about sharing. What is surprising is how many UK and US firms fail to realise the cultural differences in their attitudes towards sharing information. Steve Blundell reports
Client relationship management (CRM) systems are not about technology. A ridiculous statement, perhaps, for an article in an IT journal. But nonetheless, demonstratively true. For evidence, we need look no further than the contrasting experiences of US and UK law firms when it comes to developing and implementing these systems.
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