Measuring Success: How Effective Is Your CRM Strategy?

Adopting customer relationship management (CRM) entails a great deal of risk. Even if you complete all the necessary steps to deploy your system to the appropriate departments or divisions, your CRM project isn’t a guaranteed success. For most companies, CRM failure occurs after the system has been implemented.

In a 2009 study of 133 decision makers from enterprise and midmarket companies, Forrester Research found that just under 50 percent of CRM projects met or exceeded expectations. Respondents also reported more than 200 issues related to technology, strategy, business processes, and users that they encountered in their CRM implementation. Read more..