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You've decided to start a whole new CRM initiative.... You get the hardware, software, etc., but don't see any improvement.  Mark Levit says that there are a few reasons why these systems don't live up to the hype, and it has nothing do with the software:

" The biggest mistake that a manager can make is think that once the software is installed, all problems will be solved. To be successful, a CRM initiative must be a company-wide strategic culture change and process design. It entails getting all your employees (not only customer service) to change the way they perform their every day tasks so that the appropriate information is collected and used in a productive way. The software is just a tool that keeps things organized so that a successful CRM is easier to accomplish. As any change in a corporate culture, this project requires complete support from senior management."

Once again, we're looking at the higher-ups to be on board with every action a company takes.  They've certainly have alot on their plates.  Well, that's what they get paid the big bucks, eh?  Or is that all that they care about?  Ok...I'll get off my soapbox...