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Jan. 10, 2009

CRM: Still Misunderstood, Still Vital

Inside Scoop is an interview program conducted by CustomerThink founder Bob Thompson, featuring industry gurus, customer-centric business leaders and technology innovators.


Bob Thompson chats with Francis Buttle about the second edition of his book, Customer Relationship Management: Concepts and Technologies.

Discussion topics:

  • Why is CRM still misunderstood?
  • How does CEM relate to CRM?
  • How can CRM help with the down economy?

Recorded on November 12, 2008.

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francis_buttle's picture
Francis Buttle heads up Francis Buttle & Associates and is visiting professor of management (Marketing and CRM) at Macquarie Graduate School of Management, Sydney. He is author of Customer Relationship Management: Concepts and Technologies, now in its second edition, and Social CRM: what is it and what does it mean for your business? which can be downloaded at www.buttleassociates.com.

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