... (only 2 percent ofthe cases). CRM-Forum reported the following causes of failure: orga-nizational change (29 percent), company politics/inertia (22 percent),lack of CRM understanding (20 percent), ... percent), poor planning ( 12 percent),lack of CRM skills (6 percent), budget problems (4 percent), softwareproblems (2 percent), bad advice (1 percent), other (4 percent). 23 Too many companies ... good place to work. Everythingelse follows.” (See Customer Orientation.)Companies 21 ompetitive Advantage 22 Michael Porter popularized the notion that a company wins by build-ing a relevant...