Which of the following circumstances best describes a roadblock to implementing customer relationship management (CRM)?

Implementing Customer Relationship Management (CRM) systems can encounter several challenges, with strategic alignment and integration being the most significant:

Strategic Alignment: Without aligning CRM objectives with the overall business strategy, the CRM implementation may not effectively address the company's goals and customer needs.

Organizational Integration: CRM systems require seamless integration across various departments (sales, marketing, customer service). A lack of integration can lead to fragmented data, inefficiencies, and poor customer experiences.

Cultural Resistance: Employees may resist changes due to a lack of understanding or fear of new technology, further hindering successful CRM implementation. These challenges highlight the necessity of a cohesive approach where strategic goals are clearly defined, and all organizational units are involved in the CRM process.References

"Challenges in Implementing CRM Systems" - Harvard Business Review

"Strategic Alignment in CRM Implementations" - Journal of Business Research