Customer relationship management has existed in multiple forms from the beginning of time, ever since there has been a seller and a buyer. However, we have come a long way from the times when there were few buyers and sellers. The proliferation of the internet has quite possibly been one

This post is addressed to the senior management in an organization, the ones who typically take decisions regarding the usage of new technology to improve business processes. The digital transformation of organizations is always a good idea due to its attentive benefits, such as improved efficiency and productivity, but such

As they say, change is the only constant. That is not to say, however, that not everyone in an organization welcomes change. Either because they have to learn something new or because they feel like something new has been hoisted upon them, many employees resist change. The same is true

With the increased availability and usage of digital tools, the needs of customers have also evolved. No longer can firms simply use traditional channels such as telephone and email to maintain their relationships with their customers — they now need to go where their customers are and increase their points