Here’s our roundup of this week’s latest CRM articles online. This week’s articles talk about the importance of people and processes in CRM, CRM in the tourism industry in the Cayman Islands, and CRM and the small to mid-size business sector in Malaysia:

Key to CRM Success Found in People, Processes

From EWeek:

” Too many companies, including small and midsize organizations, put the cart before the horse when it comes to making plans to implement a CRM package.

They start thinking about what type of customer relationship management software package they should buy or build before they start planning on what they want CRM to do for the company, according to experts who spoke during a panel discussion Thursday during the Ziff Davis Internet SMB Virtual Tradeshow.”

Read article here.

Waves of change: Customer relationship Management in Tourism

From CaymanNetNews:

“When visitors arrive in the Cayman Islands, they want to deal with people who anticipate their needs and go out of their way to satisfy them. For tourism products to be successful, it is necessary for everyone – not just those in tourism – to put the visitor at the centre of their attention. For countries like Cayman, if this is done well, the rewards go to the economy as a whole.”

Read article here.

Malaysia Enjoying CRM Enlightenment

From CRMBuyer:

“Customer relationship management (CRM) adoption in the small and medium-sized enterprise Can your network transform your business? See how AT&T can help. (SME) segment is still low but growing, with several enterprise vendors offering solutions to cater to that market.

Market leaders say the level of CRM awareness among SMEs in Malaysia is also on the rise, as the need for CRM is there. ”

Read article here.