Alguns links com cases de sucesso na implantação do CRM.
http://m.hands.com.br/pub/noticia.aspx?srdh=32bdb41b-74ev%3D11047&cat=9&sec_id=1159&cch=0&id=1676
http://www.sap.com/brazil/casos/Multibras/index.epx
http://www.clientesa.com.br/cases/41927/bradesco-aumenta-faturamento-com-crm/ler.aspx
http://download.sap.com/brazil/download.epd?context=EA62B20E5994424BA3A1C931130DFD43353F12326D6FFCCBDB98A8573A6DB7093B3BAC82C9B7FACFE30EA348E346DD8436992A7381B6BD48