Never leave a techy guy in charge of a Business Process they would be thinking all that it takes to solve any problem is either create or install an Information System, I had an argument on CRM with a "just install it" kind of guy and base on that conversation I decided to add this quick post. Business process en general should be aligned with strategy, and these process feed strategy back along the path; strategy is the basis for all actions within the organization and in particular a CRM Process Implementation is one of these actions. Any modern organization should know what its strategy is in terms of the relation with their customers, that strategic view will be the starting point for the implementation of a CRM (business) system, CRM as IT systems should be a tool aligned with the Business objective not an objective on its own.

It is true that successful CRM will heavily depend on technology; however, these technologies do not come cheap; there is a significant amount of money and time to invest and the process to implement such systems should be clearly and carefully planned and executed; otherwise, the promise of solving the relation problems with customers will become a back fire because lost of credibility with the current customer base. Before starting with any actual implementation of the system as a whole, company goals has to be revised and updated accordingly and the CRM process has to be designed and analyzed with all their consecuences for the business and the customer relationships with all the key players.

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