Mark Israel for Computerworld
CRM systems continue to be criticized for producing a lower-than-anticipated return on investment. Some organizations are even poised to pull the plug on these popular projects, despite the significant investments made to develop them. Before taking the radical step of abandoning a CRM initiative, though, consider how much your CRM system helps your employees understand your customers' business environments. This is often the most overlooked area of CRM design, but one that can positively affect ROI.
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Do You Know Who Your Profitable Customers Are?
By Larry Selden and Geoffrey Colvin for Darwin
No matter what business you're in, virtually every company in every industry will soon have to reconceive its way of doing business with customers at the center. Why? Because the evidence is overwhelming that this is every company's number-one opportunity to create new shareowner wealth, which is something all companies desperately need to do.
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