The purpose of this paper is to explore some of the driving forces that motivate organizations to consider Customer Relationship Management (CRM) software solutions and to point to some of the best-practices in implementing them. Many organizations look to CRM software solutions to address sales or maybe customer service deficiencies or to respond to pressures from outside sources in activities such as partnering, or inventory management, or pressures to demonstrate compliance to regulations and so forth. The point is that it is often not a pro-active move, but rather a reactive one. The paper is meant as a support for making good CRM choices based on pro-active planning.
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