There's no mistaking it. CRM (customer relationship management) is currently the hottest buzzword, and everyone is rushing to jump on the CRM bandwagon.

Analysts estimate that companies will spend billions of dollars on CRM solutions in the next few years. Those same experts also tell us that the failure rates on CRM-related projects are up to a whopping 80 percent. That's a lot of money down the drain – and a lot of wasted time.

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