A vast collection of papers and studies written by CRM industry leaders
4/2/2001
Accenture (formerly Andersen Consulting) and Montgomery Research have developed this Web site to explore how the new e-economy is changing the way companies relate to their customers. It includes a wealth of articles on different aspects of the CRM industry. Articles are contributed by analysts from Accenture and Montgomery, and also from some of the top people in the industry — both academics and practitioners. In addition to papers, there is a Roundtable feature in which a general CRM question is put to an industry leader. The downside that users need to keep in mind is that this is not a not-for-profit site. Many articles, particularly the "case studies," are product-centric. And of course the sponsors are not going to give everything away — they still want you to buy their books and services! If you are interested in delving further into the topic of CRM, the site has a useful section that lists executive education programs, scholarly research, and research links.