Information technology (IT) plays a vital role in customer relationship management (CRM), because CRM processes include the collection and analysis of customer information, firms use technology tools to interact with customers, and IT created the conditions under which firms can offshore CRM...

Presents an approach to product development that appears to hold significant promise in terms of generating new product ideas with strong consumer support. Suggests that high failure rate among new consumer producers can be traced to such things as poor marketing research, poor product marketing...