Poor Process Brings CRM Pain, Experts Warn

August 17, 2007 from IT Business Edge – “Companies have fallen into the trap of having thought that they have bought a solution, whereas what has really happened is that they have bought some technology. This technology may make things work faster – but if the over-riding CRM processes are bad, all you will do is hack off customers more quickly than you were doing before – and possibly more of them.”

180 View – The same can be said for any system. Implementing a new system is the best opportunity you will ever have to improve business process.