CRM fails 'for a number of reasons'

Small business management software such as customer relationship management (CRM), while it is meant to help everyone out, may cause a number of problems, though users should not worry, according to a new report.

In an interview with ZDNet, a number of leading experts with CRM commented on why projects fail, noting that such things can always be fixed with the benefit of foresight.

William Band, a major expert who works with Forrester Research as a vice-president, explained that success and failure is a major issue which is fully dependent on factors such as process, people, technology and strategy.

He continued: "To achieve success, the software should be easy to use but the project must also align with the business process to help people work better. Many projects don't focus on these four areas and therefore have problems."

For over 26 years, Forrester Research has been making IT, marketing and technology industry leaders "successful every day", focusing on key markets in such areas for its studies.

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