I have worked with a number of different Customer Relationship Management Software packages as both a manager, staff member, president, sales executive, Support engineer and passionate technologist. Certainly they each have slightly different features, but the niche is really about Business Process.
It would be interesting to hear your own opinions and experiences (horror stories accepted as well as successes) about CRM in general as I work more and more with the SMB niche and MS CRM. In general my core goal is to work with the IT Infrastructure specialists to avoid many of the misconceptions and billion dollar failed roll outs which have happened in Enterprise.
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