LinkedIn Twitter
Founder, Managing Principal, The 56 Group, LLC, author of several best-selling books, including CRM at the Speed of Light: Social CRM Strategies, Tools, and Techniques for Engaging Your Customers, but most importantly known as the Grandfather of CRM.

One response to “CRM has failed? I am so tired of hearing that”

  1. Shaun Snapp

    Interesting article. CRM certainly has had a lot of problems and actually has a very low ROI — but its trendy so it continues to be implemented. No one talks about this, but CRM is often used to deskill the customer service workforce. It also allows for jobs to be more readily outsourced to less expensive countries, so is a negative for employment in the development countries — but that is probably not a concern for most of the readers of this article.

    However, I don’t want to write more, because commenters are not allowed to edit or pull down their comments. Can someone get in touch with Zoli Erdos, because he is not allowing commenters to remove comments if they decide they would like to do so. The author should own their comments, not the website — as its the author’s IP.