Implementing a CRM system and putting some business intelligence into the processes may help in boosting sales or in creating an end-to-end strategy for those who have been around during the implementation, but what happens when a new hire sits in front of the complex, customized application? Getting new service reps used to a CRM [...]

Achieving the long-term value of customer relationship management (CRM) requires a strategy involving the whole business and should be approached at an enterprise level. Only a small, but growing, number of enterprises are tackling CRM at this level, with most CRM initiatives consisting of departmental projects or attempts to integrate the work of multiple projects. [...]