The Good, The Bad and The Ugly of CRM

Edgewater Fullscope is one the leading Microsoft Dynamics AX and CRM partners. Many of their clients use their services to implement, integrate, and improve their Customer Relationship Management (CRM) systems and processes. The demand and need for these types of organizational improvements is ever increasing. To better understand the basis for this change and to better assist their clients, Edgewater Fullscope conducted a survey to identify and analyze:

• The ways organizations use CRM systems
• How organizations approach implementation
• Why CRM solutions fail
• What factors lead to success