Express Version What is CRM? Elements of CRM The Benefits of CRM Can CRM Technology Conquer All CRM Challenges? CRM Nirvana—What Is It and Is It a Worthwhile Goal? Why Does CRM Fail So Often? Is CRM Just for the Big Guys? Can CRM Work If It's Not Integrated? Does CRM Deliver apps or a Tool Kit? What's the Place of IT in CRM Initiatives?