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?