Psychiatrists define an asymmetric relationship as one in which people do not feel like equals. In modern business, the CRM is not playing well with others.

The perils of customer relationship management (CRM) systems are long-documented. For 20 years, we have known that CRMs could be slow and buggy, and were often eagerly adopted by companies that weren’t really customer-focused, hadn’t taken the time to understand them, and ended up stalking—not wooing—them.

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