IT hasn't properly supported CRM because it hasn't understood either its importance or its requirements. The advent of CRM exacerbated a serious, pre-existing condition, rather than CRM creating the condition. Bottom line-gathering business requirements for technology support should no longer be IT's problem. It's up to business to gather and communicate business requirements for technology support. And business-siders don’t need to understand technology to accomplish this, either, because this is 2003, not 1993.
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many CTOs, CIOs and IT managers had paid heed, they wouldn't have lost their budgets—or their credibility, and in some cases their jobs, either. But, you may fairly ask, doesn't the principle of aligning technology with business requirements apply to all technologies—ERP, ABC, XYZ—and not just CRM? And right you are. The alignment principle applies across the board. However— CRM, with its complex set of unfamiliar, cross-functional business requirements, demonstrates this principle far more vi