They are terrible when they are not implemented the right way. They are terrible when companies don’t appreciate that all of these magical applications are nothing but databases and don’t put the right processes in place to ensure that all interactions are entered into this database so that the data can be properly used for further sales, marketing and service interactions. They are terrible when companies don’t assign strong administrators, or cut corners on training or try to do too much at one time. They are terrible when senior managers don’t pay the attention needed to make these systems successful and instead cave in to the complaints made by lower level employees who don’t want to do the extra work. These applications are terrible when managers don’t insist on the reports they should be using, don’t enforce rules for entering new opportunities and don’t commit to long-term, consistent and repetitive drip-marketing and communication campaigns using the information maintained by their CRM system to keep their prospects informed and their customers close.