This is a blog about CRM, CRM News and my CRM views.

Customer relationship management (CRM) consists of the processes a company uses to track and organize its contacts with its current and prospective customers. CRM software is used to support these processes; the software system can be accessed, and information about customers and customer interactions can be entered, stored and accessed by employees in different company departments. Typical CRM goals are to improve services provided to customers, and to use customer contact information for targeted marketing.

(src: http://en.wikipedia.org/wiki/Customer_relationship_management)

A little bit about the author:

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Wouter Trumpie is a package implementation project manager and has performed as overall project manager on several Siebel performance improvements projects. He has experience in implementing applications in the public sector, financial services, life sciences and telecommunications industry. Wouter currently works as a Principal CRM Consultant for Ordina, a large Dutch consulting, IT and outsourcing firm