If you want to feel even more anxious, Google ‘CRM implementation failure rate’, and you’ll be presented with project failure rates from credible sources ranging from 18% to almost 70%. It gets worse, though. In a Harvard Business Review article on CRM project failure by Scott Edinger, he says that when he asks executives if their CRM system is helping their business to grow, the failure rate is closer to a panic-inducing 90%.
CRM project failure usually points to a lack of understanding of successful change management principles, poor project management, and inadequate planning. So, what can go wrong with your CRM implementation, and how do you learn from the mistakes of others?