Organizations continue to spend heavily on customer relationship management (CRM) – $11 billion annually by 2010 – to grow the top line, improve the customer experience, and boost the productivity of customer-facing workers. To better understand how enterprises can get the most value from this investment, we surveyed 260 business and technology decision-makers and influencers to discover their strengths and weaknesses in adopting 11 sets of CRM capabilities consisting of 150 best practices. You will need to register to download this free whitepaper.
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