October 7th, 2009
CRM failure: A virtual town hall discussion and podcast
Today’s IT failures town hall discussion brought together CRM analysts, sales experts, and IT practitioners to discuss why CRM projects do not achieve planned results and how to improve these projects. Click the player at the top of this post to listen.
I was joined for this event by CRM industry guru, Mike Muhney. Beginning with the co-invention of ACT! Mike has been recognized as a global visionary and powerful speaker on the subject of effective business relationships. He has publicly spoken to over 150,000 people worldwide on improving the way they do business, and he has often been interviewed and written about in numerous global publications on the topics of entrepreneurship, market creation, penetration and leadership, global expansion, and motivational speaking.
The conversation focused closely on the role of ensuring buy-in on the part of sales people when deploying CRM systems. Since many CRM implementations suffer from poor adoption, understanding sales person needs is a primary consideration for success.
Even though the group discussed CRM project failure, the focus was clearly on business, rather than IT, issues. While IT may be a problem, it pales in comparison to making sure users want to engage a new CRM system.
Listen to the podcast by clicking the player at the top of this post to hear recommendations and insightful analysis from this highly experienced group. If you are interested in any aspect of successful CRM, this podcast is for you.
Michael Krigsman is CEO of Asuret, Inc., a software and consulting company dedicated to reducing software implementation failures. Click here to discuss this post with him on Twitter. See his full profile and disclosure of his industry affiliations.
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