Usability Views Article Details  home | timeline | recent | popular | e-reports | userati | about this site Banking on the technology cycle (04 Sep 2003) Different sort of risks aside, the one thing that unites financial-services firms everywhere is the need to build a better relationship with their customers. Few things in technology have promised so much and delivered so little as 'customer (or client) relationship management' (CRM) software. In implementing CRM, insiders reckon that four out of five such projects fail to deliver the goods. But that has not stopped banks and other financial institutions from piling layers of CRM software on top of one another. Article URL: http://www.economist.com/science/tq/displayStory.cfm?story_id=2019991 Read 37 more articles from Economist sorted by date, popularity, or title. Next Article: Battle for the big screen This site is a labour of love built by Chris McEvoy