CRM projects have a failure rate between 30% and 60%, largely due to pre-project issues rather than technological factors. Successful CRM initiatives yield significant returns, with companies achieving an average of $5.60 for every dollar invested and increased budgets for satisfied users. Identifying and addressing the gaps in customer insights can differentiate high-performing companies from their peers.

1. Copyright 2014, C5 Insight Inc. All rights reserved.
LISTEN
KNOW
UNDERSTAND
CONNECT
The Counter-Intuitive Path
to a Profitable CRM Project
30% - 60%
of CRM
Projects Fail

2. Copyright 2014, C5 Insight Inc. All rights reserved.
13 years of research
consistently shows
that CRM projects
fail between 30%
and 60% of the time.
And failure rates
have not been
improving.

3. Copyright 2014, C5 Insight Inc. All rights reserved.
Failure Has Almost Nothing to do With Technology
Choose
CRM Software
to
Failure
Rate
30%
60%
Option #1
Option #2

4. Copyright 2014, C5 Insight Inc. All rights reserved.
But CRM Success is Attainable and Compelling
Companies report a return as
high as 15% improvement for
sales functions and an average
return of $5.60 for every dollar
spent on their overall CRM
investment.
Nucleus Research, 2011
87% of companies that are
“satisfied” or “extremely
satisfied” with their CRM
projects are increasing their
CRM budgets and expanding
their projects.
Success Accelerators, 2014
There is an 84% gap in ability to produce actionable customer insights
between high performing companies and their industry peers.
IBM, 1700 CEO Interviews, 2012

5. Copyright 2014, C5 Insight Inc. All rights reserved.
Where do Most CRM Projects Go Wrong?
Missing In
Action!
Success!
Studies show that the
most dangerous seeds of
failure are laid before a
project even starts. And
they are almost never
what you expect.

6. TAKE THE
NEXT STEP luck@c5insight.com
Office: 704-895-2500
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