ANDREW BROOME of Impact Plus demonstrates why CRM is tougher than other large-scale IT projects.
Real challenge of CRM
Andrew Broome: change avoidance
You will have no doubt read the articles from the research
houses painting a bleak picture of enterprise CRM implementations
failing to deliver the benefits expected. You may even carry
the scars from a CRM project yourself.
There is confirmation of this widespread disillusion in the
latest Conspectus
survey – where just 4% of those interviewed are prepared
to describe their CRM applications as ‘very successful’.
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