should we put a lot effort into modifying our web site to explain in general, or in detail, what CRM is and why a small business should be interested in it?
If your target is small business, then it`s what most of your site
should be about. I think you need to spell out exactly how a real
business benefitted from this, with a before and after example.
How are people trained? Imagine an office of 14 people where none of
them have ever experienced enterprise software before. How would this
be introduced? The software might be simple, but how do you change
people`s work patterns?
also... i think you need to address the cultural issues of a small
business compared to a large business. Small business employes will
rebel against being boxed into a `system`. That`s why they work at a
small business. How has this issues been overcome by your customers.