Poll: CRM Failure Rate

KDnuggets : Polls : CRM Failure Rate (Dec 2001)

Poll

In your experience, what % of CRM projects failed? [118 votes total]
0 - 20 (13)	11%
21 - 40 (19)	16%
41 - 60 (39)	33%
61 - 80 (34)	29%
81 - 100 (13)	11%

Selected Comments

Joe Foley, What is a failure
If failure of a software system is defined as any one or combination of significant overbudget, missed deadlines or reduced functionality then I would propose that every major CRM implementation has been a failure. I would love to hear from anyone has implemented CRM and not had a failure by the above definition. To anyone who has not started, I would recommend reading "The Chaos Report" from the Standish Group. It provides some surprising insight into the success or failure of large software projects (and it is free at their web site).

Editor, CRM failure
I have seen only a few relatively simple CRM-type projects succeed. Complex projects usually have not delivered ROI. Even if data mining part works well, it is hard to integrate it with the next steps such as making the right offer, follow-up, etc

KDnuggets : Polls : CRM Failure Rate