Having implemented a major CRM project I would say that the number 1 problem is Organisations who purchase “blank canvas” CRM software which provides them enormous flexibility to create a completely bespoke system specific to them. In theory this is a great idea. In reality Organisations rarely know what they want and therefore you get given ill defined, vague requirements to implement, the outcome of which is a product which is practically useless.

In my book it is far better to go with a product which is a “black box” or off the shelf solution and then tailor it according to what you want. At least that way you’ll have a foundation to work off.

Regards

Susan de Sousa
Site Editor http://www.my-project-management-expert.com