CRM is a big conception, and it is not possible for an end user to understand it. He or she is busy in fulfilling his or her selling quota. The underlying business strategy is not understood by one single person. There are different reasons for the failure of it. An end user thinks the system as a cctv camera which just observes them to do work during the day.
A senior manager of a company wants to implement CRM with the best intentions of his mind. But the real conception is it needs a large organization own business unit manager and most of all everyone with their own options and sets of priorities.
There should have a chain of communication between everyone involved in customer relationship management. Without it you will not get a complete picture. Everyone involved in it should have a good understanding and trust on software as a service .Otherwise it can lead to unnecessary implementations of on site CRM. There may have some unseen technical challenges and cost.
If a CRM losses its dynamism then you will see the buyers lack of enthusiasm about the product. The sales force of a company should understand properly how the CRM system will benefit them and make their job easier and enjoyable. Here in lies the programs success.
Usually key sponsors are not involved in this project. Sometimes its requirements and priorities are not clear. No proper focus on the road map. These are the draw backs.
The most important matter is that many organizational leaders take CRM implementation as a department of IT and they pass it to the companys IT team and give them the daunting task of implementing a CRM system which will lightly involved numerous people across sales, marketing. All those people are from different backgrounds and with different interest.
Considering all these reasons you can say that the implementation is a system which totally depends on people and processes. It analyzes and improves a companys business rules. A clients psychology is very important matter. Moreover, there should have an interaction between internal teams and their customers. A large scale company which has numerous existing systems may present considerable a technical challenge. However a well thought out plan can solve all problems.