Chapin Consulting Group

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Whitepaper: CRM Vendors Face Fundamental Changes in How They Win and Service Customers

by Chapin Consulting GroupJan 01, 2008

This paper published by Chapin Consulting Group describes the approach used by Customer Relationship Management (CRM) vendors to acquire and service customers are in the early stages of fundamental change. Success will increasingly depend on implementing integrated value management approaches in which vendors work with business and IT organizations to define, measure and continuously improve the quantifiable business value of their solutions - before and after the sale. These changes will have a significant impact on the market position of these software and services companies; especially those failing to make the transition.