There are 163 entries for customer relationship management (CRM) technology vendors in South Africa`s ComputerWorld online buyers guide. But if one speaks to a representative sample of their clients about the state of the sector, a fairly consistent message emerges: successful CRM is more about people and processes than it is about the actual technology.

For Estie van Coller, GM responsible for employee benefits products at Coris Capital, the key is processes. "CRM shouldn`t define your business. Your business processes should be defined up front, you should know exactly what you want to achieve and you should then adjust or work with the CRM to give you what you want," she notes.