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?