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Some things never change. \u201cThe customer is always right\u201d, a slogan associated with Marshall Field\u2019s department store in the late 19th century, and attributed earlier to French hotelier C\xe9sar Ritz, holds true today. Consider this: You do everything right \u2013 deliver the right merchandise at the right price, right terms and guarantees, at the right time and place \u2013 yet some customers loudly declare they\u2019ll never buy from you again. Why? Perhaps a delivery person who doesn\u2019t work for your company, or anything else beyond your control, left a bad taste about your brand and spoiled what you thought was a perfect transaction. Want to avoid this \u2018last mile\u2019 mishap? It\u2019s all about CRM \u2013 Customer Relationship Management. Tune in to hear how the CRM system of the future will be smart, dynamic and personalized enough to help you score a better grade on your customer report card. Pour a fresh cup of Joe, Earl or OJ and join us for food for thought as we explore the world of CRM today and tomorrow.