A recent post by Scott Jones in regards to my article "CRM Buying Cost Basics" really hammers home a great point. You can buy the greatest software available but without the right implementation and user adoption, it’s almost worthless.
Frankly the technology is the least value creator piece of the puzzle. That’s why the services piece will always be the greater cost portion … more value is derived (if done properly) from services than anywhere. I realize that’s a big IF.
I’ve heard from several frustrated Siebel customers that they hate their CRM because it’s so complex and downright slow. This is partially because there wasn’t proper training or education in the product prior to rollout. Like Scott notes, technology is only one piece of the pie and without the right services team driving the project to not only completion but also acceptance can prove to be fatal.