Preventing CRM failures
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Preventing CRM failures

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My presentation for the CRM Evolution 2009 conference, held in NYC on August 24, 2009. Although the slides are mostly graphics, you can get a clear sense of the logic by studying them.

My presentation for the CRM Evolution 2009 conference, held in NYC on August 24, 2009. Although the slides are mostly graphics, you can get a clear sense of the logic by studying them.

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Preventing CRM failures Preventing CRM failures Presentation Transcript

  • CRM IT Failures: An Ounce of Prevention © Copyright 2009 Asuret Inc. All rights reserved.
  • 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.
  • Failure? Not me. © 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.”
  • Nightmare S c e na rio Levis can’t fill orders for one week = 98% decline in profits © Copyright 2009 Asuret Inc. All rights reserved. Image © LS&CO
  • Understanding failure © Copyright 2009 Asuret Inc. All rights reserved.
  • 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.
  • Cisco’s lesson: Adoption ain’t easy © 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.
  • Rely on free flowing information?
  • Failure? Not me. © Copyright 2009 Asuret Inc. All rights reserved.
  • Wisdom of Crowds
  • Measure indirectly to avoid bias © Copyright 2009 Asuret Inc. All rights reserved.
  • Filter out emotion and politics © Copyright 2009 Asuret Inc. All rights reserved.
  • Analyze Across Silos © Copyright 2009 Asuret Inc. All rights reserved.
  • Social CRM © Copyright 2009 Asuret Inc. All rights reserved.
  • 2007 Today © Copyright 2009 Asuret Inc. All rights reserved.
  • Forbes: “United shows how not to run your business” © Copyright 2009 Asuret Inc. All rights reserved.
  • Thank you! 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.