It should help sales, raise productivity, improve employee morale. The biggest issue that CRM customers are concerned about is the failure of CRM implementations, and return on investment. It's the inability to achieve measurable business benefits. It's sometimes oversold, overambitious. It's not that simplistic.
People expect functionality.
Failure occurs when business processes don't align with functionality. Implementation helps because you discover problems in business processes. We're a little guilty as vendors. We don't always see that as our responsibility. Sometimes we think that's their responsibility in their role as consultants and systems integrators.