ABSTRACT
T he problems that arise with a CRM initiative almost always can be attributed to inadequately addressing the complexities within the CRM strategy itself. A CRM initiative is a complex undertaking; due, in part, to a lack o f inter-departmental coordination abilities, deficient change management capa bilities, and a dearth of necessary skillsets for integration with existing IT infra structure. It, therefore, may be necessary for the CRM team to partner with not only CRM vendors, but also with consultants and systems integrators to provide adequate technical support for the CRM initiative.
