The problem with a lot of CRM/SFA systems is that software engineers and not salespeople make them. I know this is an obvious fact and no one really expects a salesperson to be a software engineer as well. Unfortunately, software engineers are not salespeople, even if they are developing technology that is supposed to help sales. And sales is not a science like other fields, where software easily fits a definite need.

It's widely known that many CRM initiatives fail, but the major reason for that glitch might be a bit of a bombshell. In the quest for CRM initiatives, which the business world realizes have the means to spin client/prospect management straw into gold, the breakdown generally starts at the executive level--failure rolls downhill.

"Our acquisition of Salesnet brings substantial sales workflow domain expertise to our business, accelerates our roadmap by more than a year and adds hundreds of customers to our client base," Greg Gianforte, founder and chief executive officer at RightNow, said. "RightNow will continue to build out its capabilities to offer organizations solutions and expertise to create a competitively differentiated customer experience throughout every customer interaction channel."