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The biggest risk in any customer relationship management (CRM) system installation, according to Steve Butler, IT manager of civil engineering products manufacturer Tensar, is what he calls ‘feature creep’. And he’s not alone. Tensar makes the polymer products that stabilize embankments in road, rail and other building projects, and two thirds of its £30m sales are outside the UK. For this company, every project is a collaboration between sales staff, project engineers, contractors, distributors, companies and government agencies. Before it installed its Accpac (now Sage CRM MME) system, keeping tabs on all of these was done by paper trail, so the rationale for the system was automation
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