The past few months I have focused on the ROI and costs efficiencies on modernizing your CRM program. These were based on actual survey results from users having made the switch to Salesforce from their legacy, on-premises system.

The comments I received from this centered on how users received these lofty returns on their technology investments in the various customer facing cloud apps. The answer is simply not technology deployment but alignment with the business functional areas within the organization. It’s easiest to look at the functional areas of sales, marketing and service to understand what a modernized CRM system can do.

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