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CRM failures blamed on flawed execution, lack of support

Published on .

New York--Flawed execution plans and inadequate support from top management were cited as key reasons for the failure of customer relationship management projects, according to a survey by Accenture, the $11 billion consulting company. Seventy-four percent of executives surveyed cited flawed execution of CRM plans, while 55% said failure is partially attributable to inadequate support from top management.
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