Many organisations I work with are looking for a CRM implementation but are not always sure why. I am very bullish about CRM because I have never seen it used properly (and there are specific reasons for this) nor does it generate a measured return on investment. Simple fact is most CRMs end up being nothing more than glorified contact manager. Or in the case of Sage 1000 just a over-complicated and long winded way of maintain customers and suppliers. If you want to generate money from your CRM then you need to be doing the following;

a) Creating customer ’segments’ based on demographics/purchase history
b) Create relevant and compelling offers to a specific segment
c) Communicate the offer via email/mail merge
d) Track response rate

I would bet money you are missing a crucial link/data you need to be able to perform this, please drop an email and I’ll tell you why!