Integration accounts for
30-50% of the costs of a typical CRM project, says Kevin Lucas. But the technical overtones of integration projects often mean that end users get involved too little and too late.
This is not just a technical issue but one of business responsibility which must be considered, negotiated and agreed before the associated technical design can reliably proceed.
With its political ramifications, such agreement may take some time to reach with adverse implications for project timescales.
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