To pinpoint the real-world pitfalls that can trip up CRM initiatives, Forrester surveyed business and IT leaders at 133 organizations. The executives were asked, "What were the major challenges in successfully implementing [a CRM software product] in your environment?" The companies we studied are all well-experienced with CRM initiatives; they typically had 30 months of deployment experience under their belts with a wide range of leading enterprise and midmarket CRM suite solutions.
There are plenty of risks to worry about. In fact, respondents reported more than 200 individual problems with their CRM projects, encompassing 27 risk areas.
These perils form the basis of Forrester's CRM project risk evaluation criteria. Thirty-three percent of the problems reported were related to technology, 27% to business processes, 22% to people and 18% to CRM strategy and deployment. Use the Forrester CRM risk evaluation criteria and self-assessment tool to anticipate, and remediate, problems before they sink your project.
Editor's note: You can find more information about risk evaluation for CRM initiatives at Forrester.com. Purchase required.
This was first published in July 2009