Gartner: CRM Software Often Isn't Used

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A survey of nearly 700 companies conducted by research firm Gartner indicates that 42 percent of enterprises that purchased CRM software licenses have yet to install them.


One reason for the delay is that software companies often encourage customers to buy more licenses than they may initially need by offering large-volume discounts, Gartner said.


Though some buyers think it is worth it to buy in bulk even if they don't use the software, Gartner said, it could cost them in the end. For example, some companies are required to continue paying maintenance fees annually for several years whether they use the software or not.


Other reasons CRM software often goes to waste, according to Gartner, include a resistance to change and new technology among workers; declining technology budgets for the consulting services needed to install the applications; and workforce cuts.


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