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[USER=648]@Dan Sayer[/USER] is making my point very clear.  Make it so salespeople will use it and CRM will become a true asset to the store. 


[USER=17046]@Pedram[/USER] - I'm not avoiding your reporting question.  Reports have a place, but both Dan and [USER=640]@john.quinn[/USER] are giving you some good reasons as to why it is more about nailing usability first.


[USER=4677]@Steve Stauning[/USER]'s point about customizing processes is a big part of nailing usability.  When John Quinn and I were building the Dealer.com CRM (shelved by Cox) the bulk of development time was spent on the dealership process workflows.