CRM and the forces impeding its success are both growing up: early problems that mostly concerned technology and the misaligned goals of different organizations within the same company are giving way to perennial organizational challenges. Companies are increasingly getting the business-alignment and technology issues right, but many must still tackle the hardest challenge of all: motivating organizations and making them accountable for results.
Authors: Anupam Agarwal, David P. Harding, Jeffrey R. Schumacher
Source: McKinsey Quarterly
Subjects: Customer Related, Organizational Behavior