Top 5 ways CRM decision-makers go astray

Tolstoy wrote, "Happy families are all alike; every unhappy family is unhappy in its own way." CRM failures are very similar - the ones that work do so for the same reasons, but those that go awry manifest a collection of diverse symptoms, so that the term "CRM failure" is but a catch-all.

CRM fails for a lot of reasons - all of them avoidable, and many of them traceable to the original decision-making process. The technology lets the users down on occasion, but the vast majority of problems come not from the technology but from the human decisions that resulted in the wrong product, process or people being employed.

Every day, failure to get these decisions right results in lost jobs, wasted dollars, missed sales and the departure of customers. See the five ways decision-makers most often go astray here.