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This presentation explores the reasons why CRM implementations fail through a case study, or rather a short story. As against most "industry" case studies, this is not a success story. Furthermore, in order to highlight the human dynamic that exists or may come into play during and after a CRM implementation, we have turned to fiction, specifically to the analogy of family, believing that the latter's "known" quality and its separateness from the world of business, might render the "lesson" more accessible and palatable. |
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