Companies must take a bottom-up approach when adopting a customer relationship management (CRM) system, according to Neil Young, solutions architect, Ergo Software Solutions. Failure to involve staff on the ground - and garner support for the implementation of the system - could lead to its failure, he said.
"If you don't get that adoption correct at the start, negativity can spread quickly. You need senior level sponsorship, but the key to success of any CRM...
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