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Customer Relationship Management: The Bottom Line to Optimizing Your ROI by Dr. Natalie L. Petouhoff, Dr. Jon Anton

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True Complaints of Technology Implementations That Didn't Start with the PeoplE

Wanting to read the pulse of the audience of our book, we asked people what really happened when they started a CRM implementation with the technology, hardware, or software they had chosen. You may see yourself in these comments, and note that they were similar for nearly every client we spoke to.

Issue 1: Understanding the Culture and the Users' Expectations

In our company the HR department helped people pick everything from their doctor to which stock they should purchase on their 401K plan, so basically there was no real process for HR benefits. We did not understand that in order for the technology to do what we wanted, we had to establish and map out all our ...

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