The Only Resolution That Matters

Whenever I think of New Year's resolutions, one of Mark Twain's best quotes comes to mind: "A habit cannot be tossed out the window; it must be coaxed down the stairs a step at a time." Resolving to change is really what customer relationships and serving customers is all about. How many times has any company implementing CRM, or for that matter, a CRM vendor, seen that 70 percent or more of the cost of putting in a CRM system is educating users on how to use it?