Strong relationships can be built by any company with the help of CRM. But, CRM system must be well-configured so that you can boost the impact of your engagement efforts by adopting a multichannel approach. Rose de Fremery (the founder of lowercase d consulting) writes in her article about some ways to engage with your customers more profitably in the long term. Read more at: http://it.toolbox.com/blogs/insidecrm/4-ways-to-enhance-customer-engagement-using-multichannel-crm-70206