More than three decades after the software’s arrival in the late eighties, surveys show CRM (customer relationship management) remains a frustration to many users.
A survey of 511 sales and marketing professionals from Insightly and Ascend2 taken in April found only 21 percent “extremely satisfied” with their CRM solution with 62 percent “somewhat satisfied.”
Among managers and directors, the biggest complaints were: missing/inadequate features, cited by 29 percent; difficult to customize/coding required, 28 percent; and initial or ongoing costs, 27 percent. Executives interviewed cited challenges in scaling.
