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“>CRM success requires the seamless integration of every aspect of businessthat touches the customer—including people, process, andtechnology—revolutionized by the Internet. Each component presentssignificant challenges, but it is the ability to integrate all three that makesor breaks a CRM system.PeopleThe people component is the most difficult component given the sensitivity ofusers to change. CRM systems, which support and/or automate integrated customerprocesses, often i 
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