Liz Shahnam, META Group’s Vice President and Director, Infusion: Customer Relationship Management, is a leading authority on CRM applications and related enterprise architectures.

All Papers from Liz Shahnam:

 CRM Success Means Managing the Customer Lifecycle
CRM must evolve to a customer lifecycle management approach, encompassing and integrating all customer interactions and channels.
CRM Project Volume 2, June 15, 2001