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https://econsultancy.com/blog/66287-the-five-biggest-benefits-of-crm-systems/
1.Improved customer experience
2.Increased accountability
3.Data
4.Collaboration
5.Efficiency
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I beleve those
The Top Five Factors When Choosing a CRM Solution
http://www.crmsearch.com/crm-selection-top-factors.php
http://blog.getbase.com/10-things-you-need-to-know-before-choosing-a-crm