Help Desk Software, Live Chat Software and Customer Service Software. Prone to Failure: Why CRM and Billing Systems Implementations Are High Risk : Dr. Raul Katz, Adjunct. This article studies the risks involved in the implementation of billing and CRM systems in the telecommunications industry.
It is based on five case studies of carriers that recently have attempted to implement such systems resulting in either outright failures or lengthy delays, and in costly overruns and negative business impact. We conclude that project failures are due to at least one of four factors: 1) intrinsic project complexity (such as attempting to implement billing and CRM systems within three carriers simultaneously); 2) limitations in the software platform (such as shortfalls in integration capabilities or abundant customization requirements); 3) project management shortfalls (including limited user involvement); and 4) lack of implementation capabilities (either in-house or within the systems integrator). OpenCRX - Enterprise Open Source CRM.