/retail
IBM Business Consulting Services, in a global survey released today, revealed that the likelihood of Customer Relationship Management (CRM) success can be improved significantly within a company - from less than 15% to as much as 80% - by prioritizing and selecting key CRM approaches and business processes. Surprisingly, the approaches having the greatest impact are not big-ticket items such as technology implementation or data integration - but rather human-oriented steps that typically require conservative, incremental spend.