Finding out the true facts about what makes CRM tick and how fast it circles the ROI clock—if it indeed reaches ROI-has long frustrated potential CRM implementers looking for answers. And getting good answers really matters, because their only alternative to being forewarned may be leaping into enterprise-wide, mega-bucks, change management-laden CRM implementations—and testing the depth of the water with both feet. For the first time, there are statistically-based, substantive answers to many questions about CRM.
sell—whether market information, CRM application software, consulting services, conferences, books, magazines, webzine subscriptions or anything else pulled along by CRM. And played back together, they sound so cacophonous that they conjure up audible images of CRM running full speed across the business stage pulling a long string of tin cans behind it. For example, how can one software vendor enjoy a 99% implementation success rate and own dominant market share both, while only 30% of all implementatio