2. CRM failed because...: The CRM market has long borne the stigma of failure. Here, some of the leading vendors share their thoughts on why it has failed -- and their solutions to those problems to avoid in future CRM implementations.

3. CRM success relies on managing a project post-implementation: CRM managers need to monitor and steer a CRM project after the implementation to ensure success, according to Gartner. CRM systems must evolve to meet changing organization needs.

4. Voices of CRM: Users give CRM tips: Three attendees at Microsoft Convergence -- a marketing executive, a customer service manager and a systems manager -- share real-world advice on implementing CRM in this Voices of CRM podcast.

5. Single-instance or multiple-instance CRM deployment -- Which is right for you?: Microsoft is planning to offer on-site, multi-tenant CRM hosting, and Gartner is predicting that companies will move between single- and multiple-instance CRM architectures when choosing a CRM implementation method.