Yet Another Research on CRM

A new report, this time from Forrester Research, has found that companies that companies that have implemented CRM need to do a rethink on their strategy processes if they are to realize more benefits from the solution implemented. Factors necessitating a change in strategy include the growth of SaaS and a consolidation of vendors. Basically, the report says that companies need to continue investing in CRM in a selective manner and at the same time focus on optimizing their front-end customer-facing processes.

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