Customer Relationship Management has an essential factor, the people factor. That is why, when talking about CRM, we cannot only talk about the management and strategy, the goal and objectives, other things such as technology, people, process, collaboration, culture should be talked and they all have to be blended and mixed together.
The people factor is one of the toughest factor, which I think it is also the driver of CRM. People means everybody involves in this CRM thing. How big is that?! The success is more or less on average, it cannot be either very satisfying or very poor. People is a subjective thing, which makes the inheritence can be said as subjective as well. Anyway, in business world, everything can be expected to be done and measured. As more business people see CRM as an important thing in doing business, then the people factor should be more understand, aware, and knowledgeable about CRM. Then, what’s next?…
