CxM through xRM: Focusing on outcomes when modeling relationship management in your CRM solution

I once received some valuable advice in the form of a simple question.   It changed the way I approached many things and aligns to many of life's challenges -- "Can you control it?  If you can't, why worry about it?"

CRM is all about relationships, but the idea of management can often be mistaken with control.  Similar to a personal relationship, not all interactions and activities can be planned out rigidly but they also can't be random and without context.  In a personal relationship what is it that really creates, builds, maintains, or even terminates a relationship? 

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About Christopher Barry

Chris has been working closely with Microsoft technologies since 2002, and with Dynamics CRM since 2006. He has a passion for the for partnering with customers and solving business challenges and is currently a CRM Director at Mint Management Technologies. His primary focus is business solutions within the CRM and CX areas.  Chris's prior experience includes working within services, consulting and business process engineering at various companies, and holding various architectural and managerial positions. He has also obtained a M.Sc. in computer science.

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