Secrets of implementation success

CRM has received a lot of negative press over the years. And there's no doubt that in some quarters, there exists a perception that CRM implementation is a risky and painful undertaking.

According to Orson Herbst, product manager with Herbst Software, organisations want to buy and use CRM, but successful implementation depends on many factors.

''If you talk to any customer, generally they have three CRMs on the back shelf that they've bought ...