The Seven Deadly Sins of CRM - Whitepaper

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Summary
There's a reason CRM is the fastest-growing category of enterprise applications, with worldwide revenues projected to grow more than 50% annually to reach $67 billion in 2004 (META Group). By automating and integrating a host of customer-related processes, vendors of high-end CRM suites promise enterprises the ability to increase revenues, streamline processes, and reduce costs. But while CRM vendors wax on about the virtues of their solutions, they neglect to discuss seven less appealing characteristics of these packages:

• Excessive license and implementation costs
• Endless implementation timelines
• Technologically complex deployment
• Organizational upheaval
• Poor adoption rates
• Weak links in the solution set
• Elusive ROI

Any one of these factors would be enough to trigger second thoughts about investing in a million-dollar CRM suite. Taken together, they cry out for an alternative. Online sales management is a particularly strong alternative, offering many of the benefits of CRM in a small fraction of the time and expense—and none of the chaos.

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