Estimates of CRM program failure rates run as high as 70 percent. What has caused so many organizations to miss the mark on customer focus? Interestingly, benchmark research suggests that successful CRM implementation is not primarily a technology issue. Benchmark partners observed that these CRM danger factors fall largely in the realm of managing ""cultural change"" towards a customer-centric organization. This white paper is an excerpt from research profiling a class of companies that demonstrate successful practices in developing the benchmarking function.