In most instances when we think Customer Relationship Management we think sales departments. However, CRM has to be something that is adopted by all departments.
What does this mean? This means marketing, sales, service, finance, operations, etc. has a role to play in improving or maintaining the level of the relationship between organisation and customer.
It's important that the CRM is used to help connect the dots between buyer and seller properly tracking that journey and the level of satisfaction a customer receives/experiences and not just how much was sold.
Conclusion
These reasons listed above are just four of the many different reasons that adoption rates are low in most organisations.
It's our belief, however, that proper communication of the company's goals and objectives leading up to decision and implementation of the CRM is key in increasing the utilisation rates and companies getting maximum return on investment.