Excellent article that shows my friends at Accenture are on top of the CRM failure causality. Bottom line is that CRM is simply a piece of technology that cannot, like any other technology solution, simple be "screwed in" and expected to produce results. In many situations, that is the expectation, but once again it all comes down to aligning strategy and execution from a people/process/technology perspective. The devil is in the details.
Link: Accenture fingers blame for CRM failures.
Research from Hamilton, Bermuda-based consulting firm Accenture Ltd. found that 75% of more than 100 Fortune 1000 executives surveyed believe that flawed execution plans are the leading cause of CRM breakdown. Other contributing issues include lack of long-term CRM vision and inadequate support from upper management.
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