When it comes to the broad topic of “CRM failure,” you often hear the same tales: a too-complicated integration, an incompetent integrator or inflexible technology. The reality is that technology is usually not the problem, nor is it integration or integrators. If you push, you’ll find that the most common CRM killer is adoption failure. That is, after the system’s in place and the technology is working, the intended users can’t be persuaded to use it.
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Battling CRM's No. 1 Killer
Posted by: Christopher J. Bucholtz January 31, 2011 05:00 AMWhen it comes to the broad topic of “CRM failure,” you often hear the same tales: a too-complicated integration, an incompetent integrator or inflexible technology. The reality is that technology is usually not the problem, nor is it integration or integrators. If you push, you’ll find that the most common CRM killer is adoption failure. That is, after the system’s in place and the technology is working, the intended users can’t be persuaded to use it.