A successful CRM system is the key to unlocking superior customer experiences by tying your business together by presenting information to your customer facing team members and doing some of their routine tasks for them.
That's at least what CRM is supposed to be. Instead, what clients frequently find is that CRM is an expensive white elephant, or perhaps ultimately useful, but less so than expected and at a higher cost.
CRM projects fail at a rate of up to 85% - depending on what you read. These failures cost $15bn per year in the US alone.
But if we look beyond these symptoms, we'll find the fundamental issues, and here is the real problem. The same issues are found the world over - in projects in all industries, in projects led by experts and projects done entirely internally and projects from across many technologies.
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