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You can design the best process in the world, and back it with the latest and greatest

technology, but if your people don't buy into the project, it won't work

CRM Failure: Numbers dont lie


2001 Gartner Group: 50%+ CRM failure rate 2002 Butler Group: 70% CRM failure rate 2002 Selling Power, CSO Forum: 69.3% CRM failure rate

2005 AMR Research: 18% CRM failure rate


2006 AMR Research: 31% CRM failure rate 2007 AMR Research: 29% CRM failure rate 2007 Economist Intelligence Unit: 56% CRM failure rate 2009 Forrester Research: 47% CRM failure rate 2011 Forrester Research: 43% CRM failure rate

Why CRM project fails


People Related Problems
The Fear-ofChange Syndrome

The It's Easy Enough Syndrome

People Related Problems

The Big Brother Syndrome

The WIIFM Concept

Failure to secure visible, vocal and active executive sponsorship

Failing to involve users in the software selection process

Focusing on technology, instead of strategy

Choosing CRM software without regard to prior technology investments.

Dirty data

Big bang implementations

Over-customization of the CRM software

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