I have long wondered with all the advancements in digital marketing capabilities, why most Australian businesses lack a true CRM program of any form. A true CRM program will always be a businesses best ROI marketing program and at conference after conference you hear of marketing teams saying 'this is the year' that they really get some structure around their program. So what is stopping businesses and why does Australia seem so far behind? There is obviously the capex requirement from a business to put in place a solid platform to run the program, and given the struggling retail environment, this could well be a struggle for a lot of businesses, however ...