An effective CRM solution for small to medium sized business involves many challenges. The important findings of this paper include:

• Improving business efficiencies and driving increased revenues should be the primary selection criteria followed by high user adoption rates.
• Users should consider cloud implementations for lower overall costs and reduced impact on IT organizations.
• An integrated suite of applications can improve the customer experience by getting departments to collaborate seamlessly.
• How easily a business user can make changes to the CRM system without the need for programming skills is another important consideration.
• Implementations should be completed in days.

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