NCC Members have free access to this Guideline on the NCC Membership website.

CRM continues to be a topic that generates much debate. What exactly is it? How has it evolved? What are the current trends? And ultimately, where is it going? Many different answers exist to these questions, but one certainty is unavoidable, CRM continues to be a hot topic, and it is currently experiencing a rebirth. These Guidelines for IT Management look at:

• The value in Customer Centricity
• The CRM evolution
• Early CRM initiatives
• Current trends
• Measuring the benefits of CRM initiatives
• The right way to do it