McKinsey's experience with dozens of companies, from banking and insurance to travel and logistics, shows that faltering CRM efforts can be turned around. The key to uncovering the root cause of the problem is to reassess the business goals of the system and the organizational and technical support it receives. Every CRM breakdown stems from some combination of poorly defined objectives and organizational and technical weaknesses. By examining each of these areas, you can diagnose the problem effectively and develop an appropriate remedy.