According to a study conducted by Best Practices, LLC, 70 percent of CRM initiatives do not meet the project deliverables as defined prior to the commencement of the implementation. Organizations are recognizing that the success of CRM initiatives is not only determined by strategically identifying and selecting the appropriate CRM system (based on the organization's business needs), but also, by the capabilities of the organization to effectively manage the associated organizational change.

"The real value drivers of successful CRM initiatives starts with an awareness and appreciation for the softer organizational issues and then employing proven best-practices to effectively manage both technology and people," states Jonathan Tanz, Best-Practices' LLC', Director of Research.

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