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[2004-04-27] CRM ROI: Fact or fiction?
Getting analysts to agree on the potential returns of CRM is nearly impossible. Several reports published in 2003 claimed that the return on investment (ROI) from recent CRM implementations had been dismal, with eight out of 10 projects failing to deliver on ROI promises, and project failure rates typically running between 50% and 70%. Other reports were more optimistic, estimating that about 70% of companies said their CRM initiatives had exceeded original ROI expectations.
[2004-04-21] What Exactly is CRM Anyway?
For years we've been enamored with technology. Do you even remember how you worked without email? Or the internet? We've gotten so accustomed to using technology as part of our daily business practice, that we seem to focus on it as a solution rather than a business tool.
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