I cannot stress enough the importance of detailed, thorough, and complete documentation when it comes to CRM implementation projects (or any project, for that matter).  A project I was recently involved with on a periphery basis went through a significant amount of pain because of the disconnect between sales and the implementation team in regards [...]

Having been involved in many CRM consulting  projects and implementations over the last decade, I have always marveled at the fact that while CRM has done a very good job at implementing processes for sales, marketing, and customer service, the area of professional service / project management has been widely ignored.  While many CRM vendors [...]