Setting the Course for Program SuccessEngage Business LeadersHow to Establish a Business Context for Your CRM On Demand ProgramSample Business ObjectivesUsing Business Objectives to Guide Project ManagementSuccess Factors in CRM On Demand Implementation PlanningPlan for Ongoing ImprovementImprove ProcessesAllocate Time for DesignChoose an Effective “Rollout” StrategyRoles, Responsibilities, and Resource RequirementsBusiness RolesTechnical RolesEnd-User and Management AdoptionAssessing the Scope of Your Adoption ProgramHuman Factors Behind AdoptionDeveloping a User Adoption PlanInfluencing User AdoptionSummary