It‘s well known that buyers have taken on a greater role in educating themselves about possible solutions to their various needs; they have in turn relied less on a rep's product knowledge and have instead increased their demand for the rep to understand their industry, organization, and business challenges.

This paper details the results of a survey of 160 firms with annual revenues of $250M or more conducted to determine whether their customer relationship management (CRM) software is effective supporting these critical new selling behaviors.