An excellent article on why CRM systems don't deliver can be found on the CRM Community Web site. It is titled "Why CRM Projects Fail" and written by Jim Dickie. Dickie is a Partner with CSO Forum, a firm that specializes in benchmarking how companies are reinventing and how they sell to and service customers.

In his article Dickie lists and explains a sad litany of why CRM projects fail so often. He bases his article on six years of research reviewing more than 1,200 CRM initiatives. It's well worth reading. Here's a sample of Dickie's reasons presented in his article: