CRM implementation failures are often attributed to
faults in the business case and more specifically in the
business case not being realized. Experiences across CRM
implementations, suggest that the fault lies in the
extent to which the business case is used to drive the
downstream implementation. A subtle change in the
approach to CRM implementations to bring in a focus on
business value realization would address the business
myopia that exists in most CRM implementation
methodologies. pdf
