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

CRM Selection: The Reality of Choosing the Wrong CRM System

CRM selectionThere are a number of resources out there talking about the importance of careful CRM selection. In fact, we have a number of articles that do the same. It is imporant information to have, but we realize many articles fail to tell you why you will regret choosing the wrong system. What will you see happening in your company after choosing the wrong CRM system? It is hard to grasp the importance of doing something right if you do not know what will happen if you do it wrong. So here is a short list of some of the most prevalent issues we see in companies who choose the wrong CRM system. Continue reading