The lure of a new IT system might seem as exciting as the brightly coloured parcels under the Christmas tree. Irresistibly beckoning with promises of richer, better and faster features and new and exciting ways to fix existing problems, as well as those we did not even know we had. But are firms getting to grips with the real challenges that system implementations or upgrades present?
All IT solutions vendors are guilty of underplaying the management, content and technology challenges of new systems. But perhaps the holy grail of sophisticated knowledge sharing, more relationship-focused client management and the ability to target communications effectively has led to client relationship management (CRM) providers being unfairly blamed for overselling these benefits more than other suppliers.
