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If a company is looking at investing in CRM technology I would advise them to first drive it from the top. A CRM project has to be driven by the very top of the company, otherwise it will never succeed. Second, don’t throw away your existing systems. Remember that CRM is an idea and not a system; therefore, you can get mechanisms that change the way you work without throwing away your investment. Finally, and most important, think about the processes and not the data. - Danny Singer of Noetica