Question

Why do so many CRM programs fail? A.Firms concentrate more on the CRM software instead of...

Why do so many CRM programs fail?

A.Firms concentrate more on the CRM software instead of taking care of customers

B. Because of incompatible information and communication systems

C. They are so expensive that it is hard to recover the investment

D. They take the firm away from concentrating on their key suppliers

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Answer #1

A. Firms concentrate more on the CRM software instead of taking care of customers.

CRM is not only a IT sofware. CRM is a business strategy which when implemented efficiently results in mutually beneficial customer relationships with the support of CRM software application. If a firm focuses only on the software part, the program turns into a data management program and the firm cannot realise the actual benefits of CRM program, eventually leading to its failure.

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