Chapter EightChoosing Your CRM Tool

Ever wander around the floor of a CRM trade show? You go from booth to booth, chatting with attractive vendor reps and viewing demo after demo. You fill your plastic bag with foam puzzles, rubber stress balls, and more marketing collateral than you’ll ever read. At the end of the day all the products seem to run together and the pitches are identical. Everyone seems to have the same message. But are intuitive user interfaces and rapid customization features really enough to solve your CRM problem?

That contrived sales pitches and slick product packaging can persuade people to buy a software product isn’t a recent phenomenon. Having adopted the ERP systems, data warehouses, and Y2K solutions of yesterday, many ...

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