Initially thought to be cost-effective for only very large companies, CRM systems are now being implemented in small and midsized companies to reduce costs and improve service. A firm’s operations and accounting personnel play a dual role in the implementation of such a system: (1) They must ensure a good payback on the investment in CRM, and (2) they must also ensure that the system meets the needs of the operations and accounting organizations. Identify three or four tasks that the operations and accounting personnel need to perform to ensure that both these goals are met.
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