Do you feel your company is lacking the systems infrastructure to support your CRM strategy?
Or, is your CRM strategy not taking full advantage of the technology infrastructure you invested in?
What have you done, or should you do from a strategic planning perspective, to create a balance between the two? Please share your experiences.
David Shaffer wrote a great article taking through the process he recommends to create a successful balance and happy customers called "Improving Your Odds for a Successful CRM and IT Strategy".