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CRM is a strategic initiative - one that requires executive sponsorship, strong management and a clear roadmap. Without these, the implementation will undoubtedly take longer than expected, cost more than estimated and employees will become frustrated. Such frustration can negatively impact support from users and, in turn, their willingness to adopt the CRM solution.CRM vision should include measurable goals that can be tracked against a baseline. For instance, is people's goal to increase customer spend by a specific amount in a specific market? Or improve customer service ranking by a given number of points? Or improve lead conversion by a certain percentage?
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