CRM implementation vs. employee culture

According to research recently undertaken by connectivity software vendor ND-Metascybe and Computing magazine, employee culture presents the biggest problem to success in public-sector CRM implementation.

Two hundred fifty-eight e-government and council IT heads were polled in the survey, with 42 percent of respondents remarking that it has been unexpectedly difficult to get employees to adopt new CRM systems. The folks at Computing emphasized that these difficulties are hardly an “insurmountable barrier.” Indeed, the article is tagged with optimistic Datamonitor analyst Tom Pringle coolly opining that “Everyone has to go through acclimatisation processes to get the end result of better customer service.”

Fair enough, as 66 percent of council IT managers surveyed in fact employ CRM systems, and 75 percent say that CRM has improved their authoritative efficiency. A tiny five percent say they’d consider implementing an in-house CRM system.

The full report will be published at the Society of Information Technology Management 2006 conference next month. Slightly more information than the Chump’s given you appears here.