Isn't CRM just another management fad that adds to that problem? No. Done right, done well, your CRM strategy sets the agenda for what data you will collect, how that data will be translated into information, customer intelligence, and how that information will be shared across the organization. We believe that the biggest problem facing business today is that most managers have too much data, and far too little relevant information. When aggregate customer information is strategically collected and segmented, you can target new customer prospects. When customer preference information is easily accessible, you can craft superior service experiences be they face-to-face, via telephone, or over the Internet. And when information about changing or additional customer needs is captured, you can expand the depth of the customer relationship. CRM is the strongest weapon you have to create, maintain, and expand customer relationships and it s here to stay.