Various analysts put the success rate of CRM as low as 40%.
The main reason is that many CRM deployments have been IT-led
and executed in a piecemeal fashion, with few measurable business
objectives and no governing strategy to achieve them.
Now more than ever, clear accountability and a real return
on investment must be demonstrated. And while most firms have
already embarked on customer-related initiatives, experience
shows that to generate a real return and move forward, the
whole business strategy around CRM needs to be re-addressed.
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