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"CRM: Three Steps Forward, One Step Back"
by Dick Lee - Principal, High-Yield Marketing for Tacit Knowledge Systems
CRM bashing has become a popular sport of late and many are offering their expertise as to why so many CRM projects have not produced as expected. This author offers a new application called Expertise Automation as a possible solution in some cases. For situations where employee expertise is vital (make-to-order, complex technical products, legal profession, etc.), the author offers this new solution as a key adjunct to CRM.
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