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How do we improve people performance, let alone user buy-in for a CRM solution? Prexecom Corporation suggest taking a page out of the book entitled "First Break All The Rules - What the world's greatest managers do differently" by Marcus Buckingham and Curt Coffman: Begin to turn each employee's talent into performance. Because you have to be conscious of hiring and retaining scarce skilled resources, then your front line manager is the key, no matter how great the pay or training. People don't leave for money elsewhere they leave the old manager behind. You know, the one forcing CRM to work.
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