In my last blog, CRMs are about Business Process Management, I implied that without strong internal business processes, CRM implementations are doomed to fail, leading to the 55% to 70% failure rate reported by industry experts. Today I’ll dive deeper into this claim.
Let’s start by looking at Opportunity tracking — simple enough. You have to know the value of the opportunity, when it will close, where it is in the sales process, and what the likelihood is that you’ll win (confidence percentage). But what if: