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.
it concept adaptation
CRM Should Have Taught IT (although not getting the message is not entirely IT's fault) What CRM Should Have Taught IT (although not getting the message is not entirely IT's fault) Featured Author - Dick Lee - May 1, 2003 Introduction Sort of unsettling statement, What CRM taught IT, no? Almost preposterous to think that CRM, the trouble-making, technology low-life that's made so many messes, could have anything to teach IT. After all, CRM isn't real technology. Or only barely so. Heck, lift the hood