This articles looks at some of the reasons why CRM projects fail. We assess some of the “human”, i.e. people-related factors that can cause a CRM project to fail. We then look at why, for those businesses already utilising Microsoft® Outlook® for their day-to-day e-mail, diary and contact management, implementing an Outlook-based CRM system gives you the best chance of overcoming these issues and ensuring a successful CRM implementation.

2. The Problem
   
   
3. Answering the Challenges with an Outlook-based System
   
   
4. The Basics of any Contact Management System
   
   
5. Outlook’s inherent Contact Management Functionality
   
   
6. Limitations of Outlook
   
   
7. Overcoming Outlook’s Limitations
   
   
8. Other Advantages of an Outlook-based CRM System
   
   
9. Summary

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