It’s critical for a business to increase repeat business.  Its the fastest and easiest way to increase revenues and profits. Yet, when I mention CRM to small business owners or sales professionals, their first thoughts or questions nearly always pertain to lead generation or sales process.  Those are important things. But, there is another HUGE and critically IMPORTANT function that your CRM system should be leveraged to do. It should be leveraged to enable, enforce, and manage a process I call the Customer Development process.