The Shift in CRM Focus to Relationship Management--And How It Changes Implementation Strategies

by Ryan Plourde, Principal, Crowe Horwath LLP
published December 28, 2009

Customer Relationship Management, or "CRM" as most people know it, is that dirty little acronym that loosely brands a wide array of software packages under the same, very large umbrella. The watered down "CRM" category is comfortably applied to a wide range of business applications that can range from call center management software, to e-commerce storefronts, and even artificial intelligence packages that hone in on consumer buying habits.

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About Ryan Plourde

Ryan Plourde is the Crowe Horwath LLP office managing partner in Boston and is responsible for envisioning and designing innovative products that help organizations leverage technology to solve business problems. A respected CRM technology strategist and thought leader, Ryan has more than 20 years of experience helping organizations realize the benefits of CRM technology.  

Prior to joining Crowe, Ryan was the Founder and Owner of AbleBridge, a Microsoft Gold Partner that merged operations with Crowe in 2016. 

Serving in leadership positions both on the consulting and client-side, Ryan has an excellent perspective on helping organizations realize greater business agility by streamlining operations and optimizing performance to achieve better business results.

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