CHAPTER 1 A New, More Strategic Approach to CRM. Industry Leaders Show the Clearer Definition of CRM Is Required. Three Lessons from Leaders. The 1990s saw widespread investment by companies in software applications that automated their sales, service, and marketing processes. | Brought to You by Like the book Buy it CRM UNPLUGGED Releasing CRM s Strategic Value r DOUGLAS TURK FOREWORD by MICHAEL E. PORTER CRM Unplugged Releasing CRM s Strategic Value Philip Bligh Douglas Turk WILEY John Wiley Sons .
