Jeremy Ward

Mind the gap! The degradation of CRM

Not all the press about CRM projects has been positive. Tales of failed projects exist, but for many more projects, the challenge is not whether the system is delivered on time and on budget, but what its value and applicability is to the business....

My CRM project failed because of lack of user adoption. Really?

We all like successful projects and rightly take satisfaction from the adoption of new technology into the business. Sometimes, though, they don’t quite work as intended; often, it’s a lack of “user adoption” of the technology that is cited as the cause. But is...

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