The promise of customer relationship management is captivating, but in practice it can be perilous. When it works, CRM allows companies to gather customer data swiftly, identify the most valuable customers over time, and increase customer loyalty by providing customized products and services. It also reduces the costs of serving these customers and makes it easier to acquire similar customers down the road". Author Frederick F. Reichheld makes this claim a 2002 HBR article and further suggests that CRM is always effective. True or false?|