Sales organizations began spending money on CRM more than two decades ago. Since then, CRM has anchored most firms’ sales technology investments. Yet a surprising number of companies, in fact a majority, struggle with CRM user adoption and with disappointing returns on their CRM investments. As our research discovered, for most firms CRM has simply not delivered on its promise of providing an integrated sales and customer operating system, let alone a transformative productivity tool.
Other resources available related to this research
Listen as we discuss our first look at recently concluded research. This webcast features initial research findings, expert commentary, and an interactive Q&A session with attendees.
A comprehensive report of findings including executive summary, management recommendations, and detailed analysis.