This week I spoke at the CRM Evolution 2009 conference held in New York City. It's a premier event in the CRM world, bringing together buyers, practitioners, vendors, analysts, and journalists.
My presentation explains underlying reasons why CRM projects do not achieve expected results and describes how to overcome these problems. I spoke at length about harnessing the "wisdom of crowds," or collective intelligence, to improve software implementations.
Take a look and let me know what you think!