More than a few of our clients have asked us to help them to fix failed Customer Relationship Management (CRM) initiatives. When we investigate what went wrong, we often find that the CRM project team was incomplete. CRM systems touch many stakeholders in an organization, both within and outside of the sales function. Unfortunately, many organizations implementing a CRM system forget to include the right people in the planning process and therefore, miss important considerations that impact the overall success of the initiative. When this happens, ideas aren’t fully thought out and chaos can reign at rollout.