Many CRM systems are still built as though one-size-fits-all. That’s not terribly surprising: In the early days, having any kind of CRM system was better than having no CRM system at all, so a one-size-fits-all approach was acceptable. There were features originally designed to support sales processes that were of no great use to people in the call center. There were hot-key combinations that made perfect sense to the people in the call centers, but offered little value to the sales....

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