Chapter 2 The Value for the Organisation
Hundreds of customer relationship management (CRM) software programmes are today available in the market; they respond to a growing demand mainly led by small and medium-sized enterprises (SMEs). Lately the competition has been high and it can be complex to understand the value each tool can create for an organisation. To simplify the problem we will evaluate the benefits that a CRM can generate for an organisation and in the last chapter of this book we will go through some different platforms to evaluate their approaches. In this chapter, the focus will be on the value that the adoption of a CRM system can create for any organisation in its general approach. To evaluate ...
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