Who to Blame When CRM Fails
Companies considering CRM systems often view them as a way to improve customer satisfaction and retention, boost sales and accelerate employee productivity. However, as with many technology-enabled business process, success is a complicated and interdependent proposition. When companies are winning — demonstrating growth and gaining market share — the “if it ain’t broke, don’t fix it” mentality can breed complacency. Conversely, when sales are sluggish and customer churn is high, CRM solutions are often the first thing in management’s sights.
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Who to Blame When CRM Fails
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