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 system quickly is crucial
not just [...]

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.
Executing enterprise-level CRM is not [...]