Despite the current economic downturn, the need for organizations to create differentiation through unique customer experiences, strive for deeper insight into customer needs and behaviors, and serve customers cost-effectively has not disappeared. The need for “CRM” is not going away.
However, when I surveyed 133 organizations, using at one least of 24 different CRM technology solutions, I found that the risk of a spectacular project failure is still high. These companies reported over 200 problems, comprised of 27 risk areas in four categories. Thirty-three percent of the problems were related to technology; 27% spotlighted inadequate business processes; 22% were related to “people” challenges; and 18% comprised CRM strategy and deployment issues
Consider these statements as they portray your organization. A “Yes” or “No” answer will spotlight the hazards before they sink your program.
1. “The CRM solution we have chosen is mature and well-proven in use at other organizations with requirements similar to our company."
2. “The CRM solution we have chosen is flexible and can be easily adapted to meet unanticipated requirements in the future.”
3. “The CRM solution we have chosen does not have any major functionality deficiency gaps relative to our requirements."