A few months ago I sat in on a CRM system evaluation meeting for a manufacturing firm. The project lead was presenting and comparing the results of four different applications, and was highlighting the reasons the team was recommending one choice over the others. After listening to the discussion of the technical merits of the [...]

Kirstin Johnson was up against more than the average IT director. Johnson, less than a year out of college, had accepted a job in 2004 from Wallace Welch and Willingham (WWW), a Florida insurance company. That summer Johnson’s boss asked her to purchase a CRM system that the company’s two sales teams could work with [...]

This week I went to a new bank to open a savings account. After telling the bank teller why I was there, I was told that someone would be with me shortly. As I took a seat, I noticed the tellers give each other a high-five and say, “That’s two new accounts already!” Boy, did [...]