Question:

"If a decade ago, we had had a greater understanding of the business and organizational dynamics of technology, I think we would now have an even greater payback from our investment in it. In my experience, the new systems that work best are those that are aligned not only with the business but also with the way people think and work". (Bob Martin, CEO of Wal-Mart stores)

(a) Discuss the reasons why many companies are not able to achieve the performance breakthrough even though they have made big investment in technology.

(b) What according to you are the steps necessary to implement a CRM system solution?