What to do when your CRM project fails

There are at least a dozen oft-quoted industry analyst reports that estimate the failure rate of CRM projects. The analysts' methodologies and standards vary, so the resulting failure numbers are all over the place — between 18 percent and 69 percent.Most of the numbers seem to center around the question, "Did the project meet expectations?" This is a profoundly fuzzy standard — and, in fact, it can be a self-fulfilling prophecy. Children don't want to eat their spinach, so it tastes