Overview

A successful CRM implementation and deployment is one that is designed to fit the corporate culture and then is systematically implemented throughout the corporate environment. Tackling a corporate-wide CRM strategy is complex, expensive and even a bit risky. Even when implementing a point solution or a pilot project, there is the desire (and even need) for a speedy implementation process not only within the executive boardroom, but also within the CRM team itself. Everyone wants tangible returns from the project. After all, tangible returns are the best way to obtain funding for future CRM projects.

While the number of successful CRM initiatives is growing, some CRM initiatives still fail. Most of the blame can be placed directly on deficient business process re-engineering. Yet, other culprits can share the blame: a misunderstanding of the objectives of the CRM initiative; incompatible IT systems; lack of expertise and resources; poor integration; and confusion over technology, in general. Some of the burden for failure can also be born by lack of prerequisite technology in some corporate IT architectures back-end database consolidation, VoIP networks, and wireless user applications, to name a few.