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"A Shocking, but True, View of CRM"
by Randy Davis - Sr. Vice President, eCRM, Staffware
According to the author, the CRM industry is growing at a 40% rate each year, the number of customer complaints is increasing at a 140% rate. Given this, there is a fundamental breakdown between the promise of CRM and the fulfillment. Mr. Davis refers to this as a "process gap" that exists between the work initiated by CRM, and the completion of that work through the organization.
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