There is an update to Inherent risk to globalization of BPM story. WSJ Business Technology editor Ben Worthen reports

Authorities in Dubai have impounded two ships they believe cut undersea communications cables earlier this year, disrupting Internet access in the Middle East and India in the process.

Great news! But apparent vulnerability and lack of redundancy keeps my concerns about Global service availability risks alive.

If you read this, you are probably a member of “Knowledge Economy”. Does it make you an “expert” in your field?

Perhaps it would become easier if we start with definitions -

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  CRM, if it’s working right, is a tool for destroying the 80-20 business equation.

The best examples of CRM wrecking 80-20 rule are experienced when methodology is formalized, integrated into business processes and encoded within software. Few examples to illustrate the point are dramatic improvements in

• margin via elimination of excessive discounting caused by inadequate forecasting methods and practices;
• new sales hires retention and rump up enabled by clearly stated process guidance, terminology, and definitions; 
• lead conversion ratio since streamlining of pipeline management eliminates “stale” leads;
• customer satisfaction, i.e. retention enabled by flowing customer (contact/person) information across departments/sales teams/customer support/marketing, etc. within a proper context.

That makes CRM initiatives such a high risk/but much higher return proposition - if done right the ROI is much higher and faster than most of other options.