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CRM can fail if implemented in isolation from the organisational culture – and if the customers’ views aren’t measured, says Keith Bedingham of Verax.
Culture clash
- Part 1 | Part 2
CRM solutions on their own are unlikely to optimise customer
management initiatives – which equates to them failing to
a greater or lesser degree. They therefore join the long list
of IT (and other) projects where the failure rate – due to
either being over-budget, not completed on time or to full
effectiveness – is 70% or more.
While many other mis-managed IT implementations can be ironed
out over time with little negative effect on the organisation,
the same cannot be said of CRM projects. Once customers have
been turned off an organisation, it can be hard or costly
to pull them back and recover from the bad publicity.
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Consultants' Advisory 2005
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