The last few years have seen billions spent on customer relationship management (CRM) solutions and yet many organisations feel they have failed to deliver. While it makes intuitive sense that improving customer relationships will improve the bottom line, there is often a lack of evidence to support this notion and some companies actually believe that CRM could damage relationships with long standing customers. With their budgets under threat, many marketers may therefore be sceptical about the value of CRM. Yet approached properly and with the right measures for success applied, CRM really can improve performance. This whitepaper tells you how to set up a CRM system that works, from integrating your channels to measuring your success.