By Stephan Romeder, General Manager of Magic Software Enterprises Europe
CRM systems integration projects can be very risky. There are at least a dozen quoted industry analyst reports that estimate that the failure rate of CRM projects is between 18% and 69%. What is most concerning is what happens to customers, employees and the business, when an integration fails.
Recently, customers who ordered certain sporting goods on a European website last Christmas were notified two months later that the articles were out of stock. They hadn’t received any prior warning there would be a delay. The company’s Facebook pages were flooded with negative comments and customer service representatives received dozens of angry emails. All of these problems occurred because of an integration project that failed.
Here are some best practices that can help ensure that your CRM integration project is a success:
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