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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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