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 [...]

One of the most common pitfalls in any CRM implementation is poor change management.  While true of any software implementation, the impact of poor change management on CRM (or ERP for that matter) is high due to the pervasiveness and importance of CRM in the organization.
Earlier in my career, I learned the relative [...]