What is the IT department’s role in making a cloud CRM program successful? From selection, to implementation, to support, it’s crucial for IT to guide technology choices, but ultimately also to delegate selection to business groups.

Don’t obsess over technology. Start by defining your business requirements and people challenges, and then find the best tools for the job.

Which type of CRM software is best suited to your organization’s requirements — an application running on the premises, or in the cloud? To answer that question, first identify your CRM project’s organizational and technical complexity.