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John Stewart of KPMG Consulting assesses why so few clients get their money’s worth out of CRM.
CRM: Crummy Returns on your Money? - Part 2 | Part 1
Boards are getting slightly wiser. They can’t actually predict their own ROI from CRM investments, but they are demanding shorter payback periods from technology implementation and are getting vendors to put their money where their mouths are by negotiating payments on results.
While all of this navel-gazing is going on, the realisation has finally dawned that customers have undergone their own metamorphosis.
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Consultants' Advisory 2002
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