Over the years, I have been fortunate enough to work with so many talented people: business analysts, architects, peers, partners, and customers from across the globe. From Argentina, Brazil, and Guatemala in Latin America, to Australia, Indonesia, and China in Asia, and multiple European and African countries, my experience has taken me around the world. Therefore, everything mentioned in this chapter is based on my own experiences and I will share with you some of the best practices.

In most CRM projects that I have been involved in, I've found myself working alongside a large team of experts. Within those teams, there are people with specialized expertise, namely so-called Subject Matter Experts (SMEs). These teams typically get engaged in the very early stages, when responding to a Request for Proposal (RFP), and work together with the stakeholders in setting up a Proof of Concept (PoC).

If these teams are successful at that stage, then their co-working nature will continue...