McKinsey Consulting came out with a CRM article the same week I read Mark Van Clieaf’s comments about how to succeed at CRM — he says to run it through Marketing before, during and after implementation. McKinsey’s piece (Anupam Agarwal, David P. Harding, and Jeffrey R. Schumacher, “Organizing for CRM“, McKinsey Quarterly) has some very amusing things to say: In …
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