Since April 1999, I have been involved with CRM implementations. As I reflect on what’s changed over the years, the reason for success or failure has shifted.
Back in the day, databases had to be synced back and forth. That was a fragile process, which has now been virtually eliminated with the advent of web-based CRMs, such as Salesforce and Microsoft Dynamics 365. We now have real-time access to our accounts, contacts, opportunities, and activities.