The Three Biggest Management Problems Behind the Failure of CRM Initiatives

How companies implement and use CRM, including Microsoft Dynamics CRM, continues to be a critical challenge for improving profitability, productivity, and customer retention, as well as for lowering costs and gaining critical insights into customer/prospect behaviour and preferences. 

Some businesses, however, still struggle to get the return-on-investment that they anticipate with their new CRM systems, despite CRM success rates having markedly increased.  So what are the reasons behind these CRM failures, and how can you avoid the same problems?

Reason #1:  Having a Poor Definition, or Lacking a Definition, of Success


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About Dave Malda

Dave Malda is director of marketing for eBridge Software. He has twelve years of experience in the software industry, developing and marketing solutions for small, medium and enterprise businesses. Dave also has extensive experience fostering mutually beneficial relationships with both customers and partners, and understands what it takes to penetrate and sustain growth in a particular market. With assistance from other knowledge leaders at eBridge, Dave also runs a

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