“Change alone is unchanging.” – Heraclitus In the past few decades, account management has been transformed by the most incredible explosion of technological wizardry to appear since the Scientific Revolution of the seventeenth century. Today, even small- to medium-sized firms routinely equip their sales, marketing, and account management people with Web sites, intranets, mobile phones, call centers, PDAs, and e-mail. These aren’t options. They’re widely acknowledged to constitute an essential, bare-minimum tool set for the twenty-first century. If you don’t have these tools today, you’re probably not in business. Yet, contrary to what its providers would like us to believe,
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