CRM, or Customer Relationship Management Software, return on investment has not materialized. Interviews with companies that failed to deploy CRM effectively gleaned this:
1. CRM was rushed in as the Next Best Thing.
2. Excessive license fees and implementation costs.
3. Endless implementation time lines.
4. Technology complex deployment.
5. Organizational upheaval.
6. Poor adoption rates.
7. No real collaboration or communication with channels.
8. Elusive payback.
9. No after installation reconsideration of goals.
10. Unnecessary customization, including replication of legacy systems.
11. CRM simply mirrors existing, inefficient business practices.
12. Organizations unable to conform to best practices.
13. Failure of management to ask How do we want to run sales?
14. Inexperienced trainers.
15. Too much focus on current IT rather than business problem.
16. Lack of executive sponsorship.
17. Systems are complex and hard to learn.
18. Companies are over optimistic when evaluating capabilities.
19. Training is in-effective.
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