There's plenty more CRM to do

Judith Hurwitz, a principal with Hurwitz & Associates, thinks that too few companies put in the necessary due diligence when opting for the SaaS option.

CRM is all about the front office and those processes that affect or touch the customer. After 15-plus years of software development aimed at this space, you might think that there's nothing left to be said -- or, more precisely, done. You'd be wrong.

Dick Lee, principal of High-Yield Methods and writer of the blog Customer Alignment, has been on the warpath (his words) for years over this issue.

"Companies are still not paying sufficient attention to their processes in the front office -- to any process, as a matter of fact, that is outside manufacturing," he told CRM Buyer.

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