Executive Summary (This is a document excerpt)

With enterprise CRM software reaching functional maturity in more areas, "feature wars" are now less important for deciding on the best CRM. Organizations must evaluate vendors more carefully with respect to the quality of the application ownership experience. Companies should eliminate from consideration vendors that are unable, or unwilling, to deeply understand needs, provide rock-solid support during implementation, and follow through until demonstrable business results are achieved. Vendors must invest more resources to build closer, more collaborative relationships with customers to create differentiation in the market.

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