55% to 70% of all CRM implementations fail.
Blame is typically split between bad tools or customer issues relating to poor training, poor upper management support, not following best practices, etc. In my honest opinion, the majority of failed CRM implementations are doomed from the beginning. Why? The right considerations were not made upfront, when the CRM vendor was chosen. The right planning was not done, the right questions were not asked, or the right internal processes were not focused on. Changing the customer’s perception and goals away from managing customer relationships and toward improving internal processes to focus the organization on winning new business increases the chances of success dramatically.
Having engaged with hundreds of customers, I am still surprised that the prevailing thought is that implementing a CRM will somehow magically improve issues they have finding, developing, and building partnerships with their customers. Truth be known, CRMs really have very little to do with managing customer relationships.
Do you know the real value of investing in a CRM system? Continue reading.