"Old models for CRM are not sufficient"

 This picture from a 1999 report by McKenna group was quite far-sighted in its day, and remains largely relevant.  But the box that refers to campaign management and planning needs more work.  That single catch all is not sufficient in the new marketing paradigm.

Otherwise its a good report, that foresaw many of the problems in most CRM implementations.

Link to “calhoun_fig2b.gif – Mozilla Firefox”