Here is a great example of a failed CRM implementation. Sure the users are using the system and it probably helps them get their job done. However when you have an organization where the user feels comfortable refering to a customer as a 'retard' in the CRM system.... it is a complete failure in my opinion.

I'm passionate about the CRM space because I believe it has the capacity to significantly improve our society. Our highly specialized economies increasingly depend on fragmented customed experiences. When these interactions are disrespectful and frustrating it negatively impacts our quality of life. Who hasn't been stressed out by a crappy call center, incorrect billing details, telemarketers etc etc.

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