Q: Why is it so difficult to sell CRM to management?

A: In a nutshell, the problem is that CRM is all about change — change in the way businesses relate to their customers, or in some cases — change as to who has control over the interactions with the customers. And like any entity, organizations tend to be scared by change. Therefore, a tendency exists to continue to do things the way they've always been done, so many CRM initiatives run into roadblocks because of the changes they will bring to the organization. Read more...

(Scott Nelson, VP and Research Director)

CRM Q & A Archive