Preventing CRM failures

1 Michael Krigsman is CEO of Asuret, Inc. and a prolific IT failures blogger on ZDNet. Twitter: @mkrigsman Web: http://asuret.com Blog: http://blogs.zdnet.com/projectfailures Email: mkrigsman@asuret.com Voice: (617) 905-5950 © Copyright 2009 Asuret Inc. All rights reserved.

CRM failure rates  Gartner 2001: 50%  Butler Group 2002: 70%  Selling Power, CSO Forum 2002: 69.3%  AMR Research 2005: 18%  AMR Research 2006: 31%  AMR Research 2007: 29%  Forrester Research 2009: 47% . © Copyright 2009 Asuret Inc. All rights reserved.

So What? “That’s the IT Department’s problem, not mine.”

PM theories  Failures persist despite PPM, ITIL, PMI, CMM, and other methodologies  Distortions: poor judgment, politics, silos, and personal agendas  Extreme case: “Successful” process / failed outcome “Processes alone are far from enough to cover the complexity and human aspects of many large projects subject to multiple stakeholders, resource and ethical constraints.” -- British Computer Society (June 2008) © Copyright 2009 Asuret Inc. All rights reserved.

Devil’s Triangle  Interlocking and conflicting agendas:  Customer  Consulting partner (system integrator)  Technology vendor  Schizophrenic software vendors:  Loyalties split between customers and integrators  Wacky system integrators:  Vendor revenue vs. customer success  Confused buyers  Silos and internal conflicts © Copyright 2009 Asuret Inc. All rights reserved.

Key Vulnerabilities Project Management Executive Change Sponsorship Management Stakeholder Third-Party Involvement Relationships IT Business Resource Case Project Availability Success © Copyright 2009 Asuret Inc. All rights reserved.

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Preventing CRM failures

by Michael Krigsman on Aug 27, 2009

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