Customer relationship management: not cutting it for governments Save article Remove saved article

Many organizations fail to achieve the expected ROI from customer relationship management (CRM) investments. Why? Because of an inability to produce and share a single version of the truth about their customers. Often underestimated in enterprise- wide initiatives such as CRM are data integration, architecture, and ownership issues stemming from decades of silo-based processes, stovepiped applications, conflicting terms, patchwork interfaces, and incongruent business rules. The goal of a panoramic, cross-functional view of a customer remains