The below article is excellent at pointing out the holes in CRM. Once again, it's a gap in what CRM can, and is designed to deliver versus at the needs of the business. Most of the concerns/questions in this article are mis-directed and are a result of mis-aligned expectations. Scroll back through my archives as I have addressed this multiple times.
Link: CRM Success Factors destinationCRM.com: You've Got Questions, We've Got Answers.
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