You will certainly remember the tyre manufacturer Pirelli’s advertising slogan “Power is nothing without control.” Applied to CRM, the slogan could well be “CRM is nothing without reliable data.” The first goal of a CRM system is to centralise the data concerning clients and...

No single company is now immune from what we call Uberisation. A start-up or a company coming from a completely different sector of activity can, at any point, call into question situations that seemed to be have been established for decades. More agile, relieved of the burdens...