Back in the old days — like around 2003 — the rate of what was termed “CRM failure” was unacceptably high. You often heard it bandied about that 70 percent of implementations were failures. That was an estimate — companies were not coming forward to confess their CRM disasters, so building a scientific sample was impossible. Still, the number reflected the general dissatisfaction businesses had with that generation of CRM. A decade later, things are better. CRM vendors have focused on areas that users identified as sticking points.
"A decade later, things are better." Might I ask, in what way? Estimates for the last 10 years have still fluctuated between 70 and 50% adoption failure, and that's probably being kind. To be honest, the problem hasn't been solved because CRM companies in general haven't actually solved it. Poor adoption is the symptom of a disease in the industry. The problem is that the industry keeps treating the problem with the wrong meds.
They keep buying and acquiring, they keep building higher and higher. Instead, and what is pointed out in this article: http://www.jobnimbus.com/how-to-solve-crms-abysmally-low-adoption-rate/ is they have to take a step back and try to understand that the disease comes from poor UI and UX.
All of these points you mention in your article are helpful to the CRM user, but the greater issue that will be most helpful towards successful CRM adoption is finding one of the few CRM software out there that is simple to learn and use. Once you've found something you can actually learn, then move on to the next steps provided in this article.
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5 Things That Kill CRM ROI Dead
Posted by: Christopher J. Bucholtz April 5, 2013 05:00 AMBack in the old days — like around 2003 — the rate of what was termed “CRM failure” was unacceptably high. You often heard it bandied about that 70 percent of implementations were failures. That was an estimate — companies were not coming forward to confess their CRM disasters, so building a scientific sample was impossible. Still, the number reflected the general dissatisfaction businesses had with that generation of CRM. A decade later, things are better. CRM vendors have focused on areas that users identified as sticking points.
They keep buying and acquiring, they keep building higher and higher. Instead, and what is pointed out in this article: http://www.jobnimbus.com/how-to-solve-crms-abysmally-low-adoption-rate/ is they have to take a step back and try to understand that the disease comes from poor UI and UX.
All of these points you mention in your article are helpful to the CRM user, but the greater issue that will be most helpful towards successful CRM adoption is finding one of the few CRM software out there that is simple to learn and use. Once you've found something you can actually learn, then move on to the next steps provided in this article.