The concept of customer relationship management (CRM) and why it is important is examined in this note. It also examines the implementation process: corporate culture and strategy, software providers, technology and ways to measure the success of a CRM program. Many traditional bricks-and-mortar businesses are creating electronic commerce operations, therefore traditional CRM has expanded to include doing business on the Internet and this note looks .....more

The growing popularity of the Internet for shopping has launched the latest round of multiple retail channel integration as traditional stores, cataloguers, online stores and others all seek to provide customers with the choice of when and how to do business with them. Multi-channel retailing presents both significant opportunities and challenges. Success depends on how well a retailer addresses these opportunities by creating a seamless, fully integrated, .....more

Using the Internet for locating information and completing business transactions has become a regular practice for many people. As a result, citizens are demanding greater online access to government information, including the ability to complete government-related transactions through Web sites. Electronic government (egov) is no longer an optional addition to traditional forms of providing government service; it is a necessity. In order to meet .....more

Customer Relationship Management (CRM) initiatives have been disappointing There are five major reasons why CRM's failure rates are abysmally high. This article describes these five reasons and what was learnt from them. First, CRM is not properly understood, leading to unrealistic and inappropriate expectations. CRM is an attitude rather than a technique or software and implies comprehensive relationship marketing rather than mass marketing for .....more

Several years ago, Bank of Montreal conducted an intensive review of the wealth management areas of the Bank's business and held national focus groups. The outcome of this research led to two main findings: Canadians were anxious about their money management decisions and they were looking for a new way to shop for money management. From these findings, Investore was born. The stores provided customers with everything to manage their money, ranging .....more