I just read a great post by Daniel Mathai of Infosys, Why Social CRM Can Wait. He brings an interesting perspective into the decision to add social features to your CRM, which I think is valid for many other business intelligence projects as well.
Why are we adding more features to our applications? Because the capability is there, or because we need it?
It is easy to make a decision to pursue additional intelligence based on the fact that it will give you a competitive advantage or the ability to learn more about your customer and prospect base. However, more often than not, managers are quick to jump into the latest functionality without thinking of how it will impact the system as a whole. From my experience, the system (whether it be CRM or ERP, custom built or software) needs to be audited properly to ensure that it is well managed and integrated before embarking on the latest functionality to enhance it.
It sounds simple: Make sure you can fit the new car in the garage before you bring it home. But it happens, time and time again. In your opinion, what are some of the reasons why companies fail to audit and prep their information systems before adding functionality that will significantly alter it?
