October 17, 2003
News Factor: Does CRM Really Deliver?
"'Does CRM make a difference and deliver on its promises?' I don't know. What are you doing with it? You can lead a sales representative to a mouse, but you can't make him click," says Joe Galvin, Gartner vice president and research director, CRM strategies.
The original promises of CRM software were lofty. It would shorten the sales cycle, increase revenue per order, boost lead closure, and cut the time salespeople spent on administrative tasks. It would increase visibility into the sales pipeline. (full story)
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