Once A Silver Bullet,
CRM Is Now A Dirty Word

At the turn of this century, customer relationship managementtheidea that technology will enable us to determine the wants andneeds of our most profitable customers and develop products andservices aimed at themwas hailed as the paradigm that would givenew life to the insurance industry.

Today, following highly publicized CRM project failures in theindustry, experts say the technology endures, but the term inspiresfear and loathing among customers and potential customers.

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