*Are there any must-have features today that weren't available when you originally deployed your system?

*How can you decide if you should now integrate some of those new features?

The answers, Wardley says, will depend on your customers' and your business's needs as well as your long-term customer service strategy.

Remember that the changes you are contemplating don't mean that your CRM system has failed your enterprise, only that new features may raise your CRM strategy to the next level.

"It stands to reason that when you deployed a specific CRM application you chose the application that best supported your go-to-market strategy at that time," she says. "Today, in this business environment, CRM is different."