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[2009-03-26] Understanding Customers' Needs Begins With Lean CRM
Here is a synopsis of an excellent article by Graham Hill, a Partner with Strategyn UK, How to Increase Profitability and Reduce Costs with Lean CRM:

[2009-03-12] Use EFM To Complete Your CRM
Here are several excerpts from an interesting article about Enterprise Feedback Management (EFM) by Brendan B. Read, EFM to Complete CRM If Done Right: