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Effective Sales Force Automation and Customer Relationship Management by Raj Agnihotri

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Chapter 8

Technology Assessment, Maintenance, and Adaptation

For an organization to get the most out of a customer relationship management (CRM) technology investment, it is essential to appraise current technology use in different processes and provide a baseline for how CRM technology is being used. Such appraisal should involve interviewing employees and managers in order to understand the objectives for the organization and recommending areas where technology could positively affect those objectives. The widely used technique to achieve this goal is the technology audit.

Technique

As a method of assessment, a technology audit aims to investigate technology capability, processes, and requirements of a concerned firm. Through this evaluation ...

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