CRM failure: An ounce of prevention

Here's my entire CRM Evolution 2009 conference presentation describing CRM failure and how to avoid it (including Social CRM).

This week I spoke at the CRM Evolution 2009 conference held in New York City. It's a premier event in the CRM world, bringing together buyers, practitioners, vendors, analysts, and journalists.

My presentation explains underlying reasons why CRM projects do not achieve expected results and describes how to overcome these problems. I spoke at length about harnessing the "wisdom of crowds," or collective intelligence, to improve software implementations.

Finally, the presentation explores risks inherent in the new world of Enterprise 2.0 and Social CRM.

Take a look and let me know what you think!

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