CRM can be powerful if we understand its features & functionality correctly. This article link will tell us about some tips for success that have nothing to do with the platform you choose, but it depends on how you use CRM in your organization. They are: Understand your customer experience from the customer's point of view; be prepared to be flexible; and training. Read more at: http://it.toolbox.com/blogs/insidecrm/winning-with-a-crm-69708