As we have seen over the past decade, CRM use is becoming ubiquitous in sales organizations. CSO Insights decided to undertake a more in-depth study of the current effectiveness of CRM. Some of the key findings:

• CRM benefits are not yet aligned with sales' revenue objectives
• CRM users are looking for CRM to provide more help with identifying key stakeholders, supporting better sales knowledge sharing, and facilitiating sales collaboration
• One-quarter of existing CRM users are considering changing systems

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