This links to the abstract of February’s Harvard Business Review article titled “Avoid the Four Perils of CRM”. The article is a good read, authored by three senior Bain consultants. There is also an “ enhanced edition” of the article here, that “draws out the main points and an annotated bibliography that points you to related resources.” The gist of the article? CRM is not a panacea – you need a customer strategy in place, supported by senior management before the technology can help. Once those pieces are in place, CRM software can then support the strategy.