In cloud based CRM, vendor handles everything from hardware maintenance to software upgrades. But, when the vendor overhauls their system which in turn forces your business to change the whole system. So, a change management plan is necessary. Business must have alternative plans in place for other CRM systems. Read more at: http://it.toolbox.com/blogs/insidecrm/how-to-handle-change-management-when-your-cloudbased-crm-gets-overhauled-69801