You've heard it all before. Gartner industry analysts report that upwards of 50 percent of customer relationship management (CRM) projects fail. Other analysts have less conservative numbers and anecdotally, for every success story with CRM we typically hear about two failures. So why is it that so many of us are still committed to CRM?
I'd guess it's because of those success stories. Where CRM user adoption goes awry is usually due to a lack of long-range planning, cultural barriers and/or information overload.
Where CRM user adoption goes awry is usually due to a lack of long-range planning, cultural barriers and/or information overload.
This doesn't necessarily mean that those aspects weren't considered or addressed throughout the planning and execution stages. Rather, it may have been the way the processes within them were executed that led to the CRM not living up to its expectations. While one size doesn't fit all and finger pointing...
