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A carefully laid out ROI methodology can help you avoid the notorious CRM failures that so many companies have suffered. Here's some advice on setting your ROI game plan.
Legislation, funding and over-hyped technology made marketing the forgotten stepchild of many organizations. One analyst offers some advice on how to bring it back.
Long-term customer value must outweigh a company's desire for fast cash, according to a noted CRM consultant. Martha Rogers kicked off the Smart CRM West conference with a prescription for getting a better return on a customer investment.
Some companies have struck revenue gold with sales effectiveness projects. But experts warn that common pitfalls doom many initiatives to failure.
At the conference, analysts preached the importance of planning for a CRM implementation and installing a few key people to serve as data stewards.
Two CRM industry observers say outmoded thinking masks the true beauty of the contact center: profitability.