CRM is successful when it is implemented properly. But, sometimes it is not implemented properly. So, some companies fail in utilizing CRM properly. The main cause of failure is the misconception about CRM and how it works. Rick Cook (author of articles on computer & related technology), writes in his article about some common misconceptions that lead to failure. Read more at: http://it.toolbox.com/blogs/insidecrm/why-some-companies-fail-at-crm-and-how-not-to-be-one-of-them-70886