http://www.dmnews.com/kevin-turner-model-metrics/author/183/ Latest articles by Kevin Turner, Model Metrics from DMNews About to embark on a major CRM project with a client, the president of the company turned to me with a question: What metrics will define the success of our CRM initiative? http://www.dmnews.com/a-crm-value-system-five-metrics-of-success/article/98924/ Wed, 31 Oct 2007 19:40:00 GMT