More information on why CRM projects fail

Another blog from my colleague Ivor, an interesting but valid angle.

Ivor's CRM Campus

I read an interesting blog today on Why CRM Project Fail by Mark Smith the nzCRMguy

http://www.nzcrmguy.com/msdyncrm/people-are-resistant-to-change?vid=3ef83918-be63-4fff-943f-66d86754fc16,1147

And although in principle I agree with the four main reasons Mark outlined, I think that not to offend modern sensibilities and rock the management boat, has meant that one of the other real main reasons for pure CRM sales project failures, Weak or Poor Management is often not tabled as a reason or not even talked about.

(Generally I am not talking about complex XRM implementations, but CRM as it is used to support sales and service organisations which also have a high failure rate).

I have been implementing CRM systems since 1985, I have seen all kinds of failures, and over time have seen one common thread. A little bit of the tail wagging the dog.

A sales persons’ job is to go out get orders, process the orders, handle customer queries…

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The Origins of CRM Part 1 – Call Reporting

Interesting read from my colleague Ivor, who has been in the business for many more years than me! Some great points to think about and make you re-evaluate what call reporting should be about.

Ivor's CRM Campus

The Origins of CRM, Early Days, Part 1 Call Reporting

I am very fortunate to have been involved right in the beginning of the computer based CRM industry. I was working for Kalamazoo Business Systems PLC in the early 1980’s before the introduction of MS Dos and when the concept of the Personal Computer was really in its infancy. Most companies had large mainframe systems or what was termed mini computers, however no one was doing anything that looked like CRM on these computers at that time. Many companies still ran manual systems for Accounting, Payroll and Cash Book.

Kalamazoo also had a manual Sales Reporting System which had remained unchanged from the mid 1960’s and I was given the task of giving this product a total overhaul as the precursor for the computer based sales management system we were planning. Principally this manual system had a number of quite…

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