First, the bad news… If your Customer Relationship Manage-ment (CRM) system implementation fails, there is no one to blame but yourself. And with the average cost of a CRM package hovering at $125,000 and implementation failure rates of 50 to 70%, it is not an investment decision to be made lightly. Shopping for a CRM solution can be like walking into a car dealership on a Saturday morning. Oh, the choices…they're all so shiny and chock full of options. And the vendors, we can't forget the vendors — so knowledgeable, so helpful — and of course, they only want us to have the optimal technology solution for our organization and *wink-nudge* a little extra functionality thrown into the mix never hurts. But ultimately, the selection decision rests squarely on your shoulders, and it is imperative that you make an informed one with eyes wide open.