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You, the customer, are at fault for bad CRM Implementations! People, not technology, miss success criteria metrics. Sometime the truth is hard to handle. But that was what 40 people learned about from our panel of experts in CRM Implementations at the TAG CRM Society May Event. Chris Reinking of Jabian Consulting started the discussion stating that the three CRM implementation success factors are to 1) Document the Guiding Principles and prioritize them. 2) Get early engagement of end users to give them ownership in the project. 3) Be ready for change. Think about what that means culturally and operationally within your organization. John Toms, Managing Director at BearingPoint, said that people tend to over complicate things by not looking at projects holistically. They need to spend time thinking about what CRM could be in the future. Not just a department specific project, but an enterprise wide solution. He also stated sometimes people have misconceptions that the “consultants” will do everything for you or to you. Everyone is in it together to ensure success and it all starts with good communication.

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