When people ask me what I write about, I say "CRM," but I could just as easily say I write about adoption. Adoption failure is the arch-enemy of CRM, the great CRM investment-waster, the adversary to those who want to organize, rationalize and economize their customer data and how it's handled. We've known this for years, and yet as an industry we're still combating resistance to the use of CRM. There are about 15 million CRM licenses sold worldwide; how many of them are actually being used? That's a terrifying question. 
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