Is your CRM failing you?

An IBM white paper suggests that small to medium sized companies' CRM systems are ill-equipped to cope with the reality of more informed, empowered and distracted customers. The document asserts that smaller companies are more likely than large ones to deploy CRM mainly for use as sales force automation tool and fail to integrate other elements of CRM like customer service, marketing and analytics to enable customized offers in real time. Are they correct? Read the article at http://bit.ly/SmartCRM