25 pages; based on the experiences of 216 companies A key challenge companies face today involves integration with sales and marketing processes and platforms. Leading CRM/SFA solution users and providers are just now beginning to focus on this integration challenge, which is ushering in the next evolution in CRM/SFA technology, what Gleanster refers to as Integrated CRM or “iCRM.”This Gleansight benchmark report explores why companies today are implementing integrated CRM/SFA platforms, the challenges they are encountering during and after these implementations, and the performance metrics they are using to track and measure their progress over time.