CRM gets stuck at the door

David Jefferies

David Jefferies, of Pitney Bowes, looks at the reasons why so many CRM projects fail or come in over budget.

CRM Gets Stuck At The Door

David Jefferies Pitney Bowes

Over the past five, one topic has dominated business media customer relationship management (CRM). Definitions of CRM are numerous but the basic concept is simple to grasp: understand your customers in order to make the relationship more rewarding for company and customer alike.

Businesses were quick to embrace CRM and huge investments were made to implement what had become perceived by boards as a 'must have' technology. But recently, the reputation of CRM has suffered.

In late 2001, analyst Gartner...

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