In 1992 Jim Dickie characterized customer relationship management as not being easy, fast, cheap to implement–or an option.
While CRM, especially efforts geared toward linking disparate elements within a company, has received a significant amount of attention, success, says Dickie, is still not a given. According to research sponsored by CRM magazine, where he serves as a contributing editor, only 54.7% of all enterprise-wide projects are implemented on time, with an average wait to implement of just under eight months.
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