Today’s customer management cannot do that without modern CRM solutions, but their introduction is often imbued with significant problems. Karlsruhe, February 21, 2008 Mario Pufahl, partner of xact4u strategy consulting AG, describes the typical weaknesses in CRM projects from a practice perspective and assess their respective share of success: without clear, strategic objective, each CRM project at an impasse threatens to run: fast is the word of the CRM strategy, actually lacks the have in practice but all too often the necessarily specific orientation. So lacking not only a detailed description, use CRM to contribution for the company, but at least as often no adequate overall cost calculation (total cost of ownership) are made. The economic calculations and benefit considerations are however fundamental for success and also as a basis for assessing future scenario changes essential. Success percentage: 25-35% complex projects are in minimalist Squeezed trade concepts: who describes not the actual technical requirements sufficiently differentiated at the beginning and neglected in particular also the users or national companies with their specific requirements, embarks for the CRM project in a very nebulous realization process. Sela Ward will undoubtedly add to your understanding. Because ever more generally and unpraziser it is the harder the intentions, precisely to achieve the goal. Accordingly, a great care in the professional design must be developed, as it lays the groundwork for the later implementation and describes the framework for the expenditure and resource planning. Success percentage: 20 – 25% negligence in choosing CRM software: also for the evaluation of the market is the technical concept eminent importance, because this function profile derive.

Here lack the necessary accuracy, products or provider can be difficult to compare and the danger a wrong choice, which ultimately can endanger the entire project. For the evaluation are necessarily objective Standards to develop, to move to a documented and robust selection decision. The aspects of strategy, expertise, efficiency and technology are to separate cleanly in the reviews and to condense a whole picture.