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CRM Best Practices for Adoption

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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.

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