... London:International Tomson Computer Press, 19 96; McKinsey analysis. 10 0,000 10 ,000 10 0 1, 000 81 12 762 18 2028 24 48 14 21 6548 2636 14 22 89 1 Probable Outcomes, %On-timeor earlyDelayed ... SearchCRM, October 30, 20 01, http://searchcrm.techtarget.com/originalContent/0,28 914 2,sid 11_ gci778 611 ,00.html, available as ofJanuary 28, 2004. 51 A Review of CRM Failuresc02.qxd 3 /10 /04 4:02 ... of CRM Failuresc02.qxd 3 /10 /04 4:02 PM Page 399. Marc L. Songini,“Lexmark abandons CRM project,” COMPUTER-WORLD, October 11 , 2002, www.computerworld.com/softwaretopics/ crm/ story/0 ,10 8 01, 75086,00.html,...