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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