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[2004-02-04] CRM: A Business Solution, Not a Technology
Before sitting down to write this article, I went onto the web and took a look ‘round: I haven't written about CRM implementations in about 6 months, and I'd assumed that in this time period, purchasers of CRM would have figured out why the implementation process was costing them $5 for every $1 spent on the technology.
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