Internet-based tools are making the use of CRM programs more timely, said David Daniels, analyst, Jupiter Media Matrix, New York. ger," he said. Lisa Piron, of Green Hills Farms, Syracuse, N.Y., and Marv Imus, of Paw Paw Shopping Center, Paw Paw, Mich., agreed that the real future for CRM lies in the prospect of using the Internet to reach their loyal customers. However, while both retailers know the future is in the Web browser, they also said that there isn't enough "critical mass" ...

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