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CRM Success and Failure Insights by Affizul Azuwar is a document available to read on EtoBox.
What is CRM Success and Failure Insights about?
The document summarizes two articles about factors that contribute to the success or failure of customer relationship management (CRM) systems. It identifies critical success factors for CRM implementation, such as top management support, clear goals and objectives, careful requirements gathering, and ensuring quality data. Reasons for CRM failure include viewing it solely as a technology initiative rather than a business strategy, lack of customer focus, insufficient change management, and failing to align
- Author
- Affizul Azuwar
- Language
- EN