A CRM system is made of the technical platform, the processes run on the platform, and the people who use it. A lot of times focus is on which platform to choose, whereas the processes and the people are expected to fall in line by themselves. We challenge this approach and put emphasis on rethinking the processes and securing the commitment of the users. At the same time, the technical solutions are developing rapidly, affecting the entire landscape. In this interactive session, we will talk about our experiences and invite you to share yours