A small-business owner planned before implementing his CRM solution, and his new technology took rapid care of the problems he anticipated. Then he started finding new problems -- which he then found solutions for within his CRM system. As he climbed the CRM learning curve, he also began discovering new capabilities within CRM -- time-stamping leads, lead sources, and so on -- that he'd never even considered before. Now, he looks forward to implementing more functionality and getting more employees to learn about the system so he can apply the technology to solving problems he may have overlooked.
What's been the secret to this pattern of expanding utilization Users who succeed in maximizing their CRM investment have an intrinsic understanding that CRM is not something you are ever done with. As newcomers to the technology, they're constantly looking for new ways to use the technology and to fine-tune their processes for using it. They're constantly reminded that CRM is always a work in progress, not something you can set and forget.
