Customer relationship management software tools are either lauded or cursed depending on the business owner.
The Salesforce Australia website has a great case study on the experience of the Big Red Group (founded as RedBalloon by Naomi Simson of Shark Tank fame).
Big Red Group mastered the online experience of gifts but were soon confronted by new competitors after a stellar early period of growth.
The Big Red Group's story provides a fascinating insight in making a business fit for purpose and how early success can often present more challenges than opportunities.
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