Nothing lasts forever and that includes CRM implementations. At first, your CRM system won praise for increasing productivity. Over time, the story has changed. Complaints from customer service, the sales department and other units have emerged. Through the corporate grapevine, you find out that users are quietly switching to “shadow CRM” arrangements such as using spreadsheets or using one-off CRM solutions in the cloud. Eventually, these problems come to a head. It’s time to overhaul your CRM strategy and system.
