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    Question

    Main reason for CRM failure:

    A Technology Correct Answer Incorrect Answer
    B Customer resistance Correct Answer Incorrect Answer
    C Poor employee adoption Correct Answer Incorrect Answer
    D High cost Correct Answer Incorrect Answer
    E None of the above Correct Answer Incorrect Answer

    Solution

    Detailed Concept Explanation CRM initiatives fail mainly when:

    • Employees do not use the system
    • Data is not updated
    • Processes are not followed
    Technology alone cannot ensure CRM success. Why other options are NOT correct
    • Technology: Only an enabler
    • Customer resistance: Secondary issue
    • High cost: Not the root cause

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