Just using the term “your CRM” sends chills down my spine. You have a love-hate relationship with what was supposed to be your strategy for managing customer relationships but has become the name of your sales, marketing, and support technology. Regardless of your feelings towards the term, I want you to consider that most CRM technology implementations are stamped as failures even though most are completed on time and on budget; and despite the tangible benefits of the innovation they deliver. Why? Because CRM success is measured by the adoption of those who will benefit from it, they say that CRM “did not meet their expectations.”
