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I absolutely believe that it is essential to not only remain a player in your business, but it will become essential to remain competitive and to become one of the most effective competitors in your industry. You need to have a full functioning call center based on a single implementation of CRM. The first step is to really design the process around the way that your business works, and to use CRM as the heart of your operation and to think of it as a profit center and not a cost center. - Daniel Kenyon of PeopleSoft
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