New Aberdeen Group research among prospective CRM buyers and those who have bought and currently use CRM demonstrates a disparity between what people expect the technology to deliver and what they get. In Aberdeen’s “CRM Spending and Satisfaction Report 2003,” which will be released shortly, the expectations most often cited by prospective CRM buyers (in rank order) are:

However, the benefits that experienced CRM users say they get from their CRM investments are quite different. Again, in rank order, experienced users say their benefits are:

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