Some of you who watch the Animal Planet channel may know about a show called My Cat from Hell. In each episode Jackson Galaxy, a musician by night and cat behavioral expert by day, works with cat owners who are at their wits end and are desperate for a change in their situation. As it turns out, the owners are often more responsible for how bad things have gotten than the cats.
To anyone who has gone through an implementation of CRM, does that sound somewhat familiar, at least in some areas of the project? We bring home a cat (or CRM) with certain expectations, not necessarily having thought it out correctly and figuring that things will just work out. When it starts to go south we scratch our heads wondering why? (more…)