12 Things Organizations Get Wrong When Implementing CRM — And How to Avoid Them
CRM & Sales Operations, Digital Transformation, Enterprise Technology, Business Process Improvement, ServiceNow Solutions shane howard CRM & Sales Operations, Digital Transformation, Enterprise Technology, Business Process Improvement, ServiceNow Solutions shane howard

12 Things Organizations Get Wrong When Implementing CRM — And How to Avoid Them

Across the industry, CRM success rates remain far lower than most executives expect. Studies estimate that 30–60% of CRM programs fail to meet their objectives or deliver sustained ROI. The causes are consistent: unclear business outcomes, legacy complexity carried forward, fragmented processes, and lack of adoption.

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Choosing the Right Digital Platform for 2025 and Beyond
Enterprise Software Comparison, Platform Selection & Evaluation, Digital Transformation, Business Process Automation, Low-Code/No-Code Platforms, Artificial Intelligence & Machine Learning, Workflow Automation, Enterprise Architecture, IT Strategy & Planning Grant Acosta Enterprise Software Comparison, Platform Selection & Evaluation, Digital Transformation, Business Process Automation, Low-Code/No-Code Platforms, Artificial Intelligence & Machine Learning, Workflow Automation, Enterprise Architecture, IT Strategy & Planning Grant Acosta

Choosing the Right Digital Platform for 2025 and Beyond

At a time when companies are demanding operational agility, scalable intelligent automation, and a personalized means to engage with their customers, selecting the right digital platform is a key strategic decision. This paper compares three of the leading options in ServiceNow (Now Platform), Salesforce (Customer 360), and Pega Systems (Pega Infinity), considering capabilities, strengths, and deployment considerations.

While each of the platforms excels in its given domain, the lens of this paper highlights that organizations aiming to create a unified, AI-driven operational backbone will find ServiceNow best suited to deliver enterprise-wide workflow integration, robust governance and compliance, and measurable business outcomes.

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