C H A P T E R 4
Evaluating Software and Consultants
In the previous two chapters, we saw that a successful CRM program is a combination of people, business process, and technology that come together to help an organization achieve its CRM goals. Although the technology supporting CRM programs is only one component, it can have a significant impact on the success of the program. Many organizations have seen their CRM programs hindered or even abandoned because of expensive, inflexible, or difficult-to-use CRM applications.
The goal of this chapter is to provide a process and a set of key criteria that you can use to select both the appropriate CRM application and the right consulting partner to support your CRM program. While we describe the ...
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