It's often said that CRM is always a work in progress. Never mind the fact that I'm the one who's often saying it -- it's true, if you're doing it right. You should always be looking for areas where you can coach your people, adjust your processes, and fine-tune your technology. However, thinking about such a monumental set of factors can be extremely daunting. It's a lot of work putting CRM into place in a green-field situation; conducting a performance audit of an existing CRM program is even more taxing.