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« Customer Lifetime Value, Customer Referral Value | Main | Managing in a downturn: EPM to the rescue »

January 29, 2008


Arne Huse

The greatest challenge for CRM being used for performance management is that sales reps will not provide quantitative data, for their performance to be measured on. You may be interested in having a look at a research project I have completed on what I have termed "The CRM Dilemma." My research has concluded that CRM will never work if activity controls for sales reps are even a small part of the program. That they will work together as a unified group, to effectively eliminate what they view as a threat. My research has been receiving a lot of attention in that it reveals the true killer of CRM initiatives. I have informally presented my research on "The CRM Dilemma" on my blog of the same name. I think you may find it interesting.

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