According to several recent analyst reports, users who invested big bucks in the past few years on lengthy CRM deployments are frustrated with poor results, in large part because the systems exist in silos. Your CRM system clearly is not working if, for example, customers sign up for a new credit card, then receive an offer for the very same credit card a month later because the marketing system isn’t hooked into billing.
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Jim Love, Chief Content Officer, IT World Canada