CRM must be well planned according to your business needs. Organizations must define your needs, what you need to do and how CRM can help you. After you decided what is good for your organization, you can pick and choose among the features of your chosen CRM system to decide which ones can help you the most. Process planning is important for the success of CRM implementation and business. Read more about CRM planning at: http://it.toolbox.com/blogs/insidecrm/crm-planning-70889