... your ticket to success. Customer Relationship Management Defined Customer Relationship Management is a comprehensiveapproach for creating, maintaining and expanding customer relationships. Let’s ... Inc. Click here for terms of use. ContentsPreface vii1. Customer Relationship Management Is Not an Option 1 Customer Relationship Management Defined 2Technology Does Not Equal Strategy 6The ... as IT, customer relationships will suffer. Likewise, when an area is left out ofCRM planning, the organization puts at risk the very customer relationships it seeks to maintain. Customer Relationship...