Buenos dias Oscar,
I prefer thinking of CRM as one important link of a long, long chain.
Our team spent the last decade working on another link: the selection
process. As good as your ideal CRM program may be, some people just don't
belong in a commercial cockpit and should be directed toward another
career before they secure a seniority number.
CRM, of course, remains important even with "better" subjects to work
with.
Jean LaRoche
Montreal