The original notion of CRM has been perverted by companies who don't 'get' the idea of embracing customers for long-term relationships. Too many 'CRM' vendors today sell CRM systems that ONLY focus on end-user Sales and Marketing. Look at Salesforce or SugarCRM, and that's all they seem to do.
I still view CRM as something a lot more than a glorified contact-manager, but that's not where the business is headed.
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