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Try to define your rationale for installing a system up front before you begin discussion with vendors, suggested Scott Holden, director of product marketing at Salesforce.com. "Make sure that you put the user community at the center of defining your requirements. Too often CRM experts lead the selection and companies end up buying a complex solution that has comprehensive features but may not solve the user challenge." That's why Holden advised business owners to select a CRM system that works with the daily life of your users versus requiring users to change their everyday behavior.
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