What makes for CRM system success — Or failure?

Although customer relationship management (CRM) has been one of the fastest growing businesses of the new millennium, critics point to the high failure rate of the CRM projects as evidenced by commercial market studies. The purpose of the study is to investigate success and failures of CRM system implementations. We found that the scope, size, complexity and duration of the CRM projects seem to vary quite significantly across firms. Poor planning, lack of clear objectives and not recognising the need for business change are the key reasons for CRM failures.