3. CRM Doesn’t Touch Customers Contact Management Forecasting Ad hoc Reporting CRM Document Sharing Presales Coordination Negotiation & Closing Project Rollout Support & Followup The real customer relationship medium is still email & phone
4. CRM vs. Collaboration Contact Management Forecasting Ad hoc Reporting CRM Document Sharing Presales Coordination Negotiation & Closing Project Rollout Support & Followup The Full Customer Relationship