This post on Fistful of Talent is right on the money. Josh Letourneau writes about an article in CRM magazine in which a Six-Sigma black belt is scratching his head over the failure rates of CRM and wondering if maybe it was about people.
the ironic thing is that it was right on the money 8 years ago. So what has changed? In the face of a increasing amount of evidence that companies cannot purchase either the rewards of loyalty or efficienies in customer interactions by installing software- they have spent more and more on the systems and less and less on the non-technical implementation (yep- that would mean organizational change!).
If we finally learn through the current unpleasantness that short cuts aren’t short cuts and that we cannot throw money at what requires the hard work of organizational change- then the suffering will have been worth it.