Your sales people have expressed frustration because they are having difficulty keeping track of customer information. in particular, they want to track customer contacts regardless of who spoke to the customer. they want to be notified of complaints and be able to participate in the resolution process. they would like to be able to see a sales history by customer regardless of who was involved with the sale. they want to be able to automate the contact scheduling process to ensure that no customer, but particularly those of high value, is missed. if it were installed, would the customer management system they are seeking increase efficiency, or increase effectiveness?