When businesses invest in a Customer Relationship Management (CRM) system for the first time, or seek to upgrade to a more powerful software package, many believe that expenditure is the biggest hurdle to success. It isn't. It's the implementation, and the preparation for that implementation, that can make or break CRM success.
More than half of CRM solutions fail because of poor implementation. By fail, I mean adoption is poor, usage is poor, and communication is poor. And as a result, the CRM system gets the blame. If I had a dollar for the number of times I've heard "this system is useless," I'd be able to retire. No system is useless if implementation is prepared for successfully.
Here's how to prepare for CRM and ensure that not only is implementation a success, but the CRM is adopted and used to its maximum benefit.
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