In July 2016 we launched a summary report from a major new research study – CRM Projects: why do they succeed or fail?

The report was the result of in-depth online research of professional membership and not-for-profit (NFP) organisations who are, or have been, involved in CRM technology projects. It focused on the impact of CRM projects on membership and stakeholder interaction and experience – and what CRM success or failure really means for those important relationships.

As a further piece of analysis we’ve produced our ‘Deep Dive’ insights into the research data, essentially drilling down into the quantitative and qualitative data to provide revealing and compelling findings for any institution involved in or planning a CRM implementation. They include top level analysis categories such as time, cost, overrun, over-spend, resourcing and planning, complemented by Hart Square’s own unique executive insights.

Key areas covered in the research include:

  • Business drivers for CRM selection
  • CRM systems selected / used
  • Approach to CRM
  • CRM Project Experiences
  • Resourcing
  • The cost of CRM
  • CRM Project Success or Failure?
  • Using External Resources
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