According to Forrester Research close to half of all CRM projects end in failure, usually in the form of a slow death of a thousand reluctant users.
The business case KPIs, built around new customer acquisition, retention and revenue growth, are never realized. And the blame game spirals in all directions.
Change management and training are recognized as essential drivers, but all too often they are starved of resources and focus. Here’s a tip: for every $ spent on the software’s annual subscription, commit $3 to change and training. And, of course, management has to lead by example.