As per recent research by leading industry analysts, an average of 72% of CRM projects do not see the light of the day. What is notable is that a vast majority of these projects are carried out by reputed system integration firms. Despite of the significant investment in time, effort and money – results are often missing. What is it that makes CRM projects go awry?
Based on vast on the ground experience of our management team, we have found the most common reasons of failure to be the following:
Lack of Vendor Due Diligence – It is common for corporations to select CRM vendors based on their CRM presence, case studies and reference checks of successful implementations/upgrades. There in lies the first fallacy of success – Big firms do multiple implementations and upgrades. It is therefore not difficult for them to highlight the successful ones from among the many they do. This however doesn’t provide prospective customers with the list of numerous failed implementations, harrowing customer experiences and multi million dollar law suits. One of the most important pre-requisites for a successful implementation is a successful team. When contracts get awarded without seeing the team that the vendor is going to put in place - it makes the first recipe for disaster!
