Customer Relationship Management (CRM) is perceived differently by CIOs and CEOs, and this difference of perception can lead to communication breakdowns. The conflict might stem from both perception and aspiration: each has a different way of understanding what CRM might do for the organization and what it will allow them to achieve. For a typical CEO, CRM is a necessary expense, a buffer between the executive and the customer base, and the point of contact for customers. To a CIO, CRM is usually just another IT system. On the other hand, there is also a shared perception between the CEO and CIO that CRM is a tool for customer advocates and a filter for inquisitive and/or unhappy customers.

Read more about the CRM battle:
- read the article at MyCustomer.com

ALSO:
- read this on boosting customer relationships through software
- and this on the benefits of on-demand CRM