Forrester Reports Most Common Causes of CRM Implementation Failure

According to Forrester research, we have entered “the age of the customer.” What this means is that in order to remain competitive, companies need to focus on customer experiences and satisfaction more intensely than ever before. According to Forrester, there are two things that companies need to work on in order to enhance customer relationships:

  • Developing a deep knowledge of the customer and their businesses
  • Consistent and meaningful engagement with the customer

Customer relationship management (CRM) software was designed to help companies do exactly that; but the selection and CRM implementation process is what will make or break your overall strategy. Forrester recently surveyed more than 500 professionals who have been directly involved with a CRM project in the last 36 months. The survey uncovers their most common frustrations and failures so you can learn from them and apply it to your future CRM project (s). The major findings are summarized below: Continue reading