By 2017, CRM will represent the biggest category of enterprise software, according to Gartner Research. Growing to a staggeringly vast $36.5 billion worldwide mmarket, it will eclipse even giants such as ERP and analytics.
CRM continues to be a go-to solution for coping with the complex nature in which organisations are evolving to match their customer needs, but with so many issues concerned with implementation and keeping a CRM initiative running, what areas do CRM users need to hone in on?
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