Right from Dick Lee:  My favorite CRM pontificator: 

He discusses what happens along the CRM path when companies get 1/2 pregnant with CRM.  They Buy it, they train, and then it languishes as they blame the vendor for not knowing or selling them the right tool. So they limp by with out making substantial changes to the organization.  He asks these thoughtful questions:

"......-How many companies have developed new, customer-centric business strategies—then neglected to redesign process to execute these strategies?

-How many companies have redesigned their processes—then failed to provide sufficient enabling technology?

-How many companies have redesigned their customer service function: focusing on one call resolutions; empowering staff; and providing more training—then breathed a huge sigh of relief and failed to continue on to the next step, addressing whatever issues are triggering service calls?

-How many companies are generating scads of inquiries over the web—then failing to implement the lead management processes necessary to separate the wheat from the chaff and track sales results?

In each case, lots and lots. And we could go on and on with the list."

Organizations that don't finish what they start, or stop along the way are doomed to get run over by organizations that are attending to these issues. Your customers are vulnerable like most other assets in your organizations. You wouldn't spend 75,000 on a semi truck and not change the oil, rotate the tires, and maintain the engine.  However some organizations lack the tenacity to bring the CRM projects all the way back to the point where they can actually improve the cruddy service they were delivering to start with.  If customers are not protected, serviced, attended to, someone else will probably take care of it for you.  Just ask TWA, Eastern Airlines, Montgomery Wards,  Woolworth, and Global Crossings what happened to all of their customers.

Pierre is currently rockin' to "Preach, Reverend, Preach" By: Marcus Roberts - on the  As Serenity Approaches album.