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Significant CRM and BPM projects have failed and have been subject to a complete re-implementation even though all business requirements have completely been implemented in the system. Thus, project success is not a question of a one-to-one implementation of the business requirements but critically depends on how the business requirements are being implemented.
Besides all technical aspects the success of e.g. CRM projects depends on the end user satisfaction with the system. If the system is rejected by the end users all positive effects that eventually could derive from the use of the system will stay away and the project has failed. Thus, it becomes necessary to structure and to institutionalize the communication between business and IT throughout the entire project life cycle. Usually this works best when the communication process is accompanied by external people who can act free from any organizational history. Our requirements managers will gladly support you with all their experience.
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