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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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The CRM Implementation = Change

Almost all companies are continually changing how they do business to keep up with customers' demands and global market competition. New technologies accelerate the demands for change, including faster communications, more detailed and timely information about customers, and more precise measurements of cost and quality to provide excellence. These increases are driving the need to consider the triad of people/process/ technology to maximize the return on investment (ROI) for implementing state-of-the-art technology. We see more companies getting caught up in buying the best technology available, only to find later that all the bells and whistles are not being used, much less the basic functionality of the system. ...

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