Implementing customer relationship management (CRM) can be a precarious undertaking. It is filled with uncertainty and change. Hidden obstacles lurk around every corner. Implementing CRM isn't just a job--it's an adventure!

This document is designed to give you a better chance of successfully implementing CRM software solutions. CRM is not just about technology; it is about people and processes--supported by technology. While this document is about implementing technology, it also discusses important prerequisites to finding and installing CRM technology. Those prerequisites will focus on people and processes. The focus is on implementing CRM software in small to medium sized organizations.