CRM requires a more cohesive, customer-centric focus | TMA Resources

CRM requires a more cohesive, customer-centric focus | TMA Resources: Computerworld reported that an overwhelming majority of CRM projects are still focused inward on the objectives of the organization, when the goal should be driving value to clients. The source explained that the ultimate goal of CRM initiatives should be to drive a more meaningful experience, which requires that the client's voice is heard on all channels