Customer relationship management - The personal touch The customer is always king. For business, the challenge is how to find out more about customers-their buying habits, tastes and spending levels | Read Strategy Getting a better view The IT downturn has forced companies to reappraise their CRM strategies. How should they view customers? Who are the key vendors? And is CRM worth it? Implementation Building a strategy Implementing an effective CRM strategy is about much more than technology. To be successful, companies will need to change the way they work. Technology A new way to connect Today's CRM software is focused on the internet. But the CRM of tomorrow could feature wireless technology, greater customer control and the return of the diversified company Investment Is it worth it? Vendors promise quick returns, but it is difficult to measure the return on investment for CRM