CRM Consulting Firm vs. CRM Resellers: Choosing the Right Partner
Enterprise CRM projects carry high stakes. Industry analysts warn that a large share of CRM initiatives fail or under-deliver. HBR cites failure rates between 18% and 69%, with many experts noting that up to 90% of implementations don’t drive expected business growth hbr.org . The stakes are high: a bad CRM roll-out means wasted budget, frustrated users, and lost customers. One reason is who you hire. A CRM vendor’s reseller (also called a VAR or OEM partner) has very different incentives and expertise than an independent CRM consulting firm. Understanding these differences is critical for businesses aiming for ROI and user adoption. Key differences include: Focus & Incentives: Resellers earn commissions on software sales, so they tend to emphasize product features, demos, and licensing deals. By contrast, independent consultants are paid to solve problems – they’re vendor agnostic and focus on business value over sales. Replace vs. Optimize: Resellers often...