Last week we looked at the challenges that the CRM industry had addressed to establish itself as a $10bn industry, demonstrating the people, processes and technology obstacles that had been overcome.

 

But to suggest that it’s all plain sailing these days would of course be grossly inaccurate. Today, a myriad of issues still blight CRM projects – some of which are much the same as when organisations began to implement CRM a decade or so ago, and some of which are newer problems.