Hans Thomann, owner and Director of the largest dealer in Europe for musical instruments and just about everything a performer needs says

For me, investment must always have a purpose. We must serve our customers faster or offer more service and help to our customers

This is my free translation of the original German text in the Frankfurter Allgemeine Zeitung of 20th March 2010 and just about sums up what CRM is all about. Unfortunately, many projects are started with only a rough concept of the business aims. Too often, the concentration is on internal communication, which is an means to an end, but not an end in itself.

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