Time to embrace CRM

The introduction of customer relationship management (CRM) software is resisted at many levels of Irish business organisations, but sales and customer service automation has become a core technology for companies striving to match both their customer

5th November, 2005

The introduction of customer relationship management (CRM) software is resisted at many levels of Irish business organisations, but sales and customer service automation has become a core technology for companies striving to match both their customers' expectations and their competitors' efficiency levels.

CRM is sometimes resisted by senior managers, who worry that the software is too expensive and that its benefits are intangible. Its adoption can also be impeded by employees who fear the organisational...

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