IBM's ECRM Initiatives
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This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.
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Installation of eCRM systems was only a part of the implementation process of CRM solutions at IBM. A more important task was to manage internal business process changes following the installation...
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