I’ve had a look at Ivan Waineright’s free guide What Small Charities Need to Know About CRM Systems the other day, and a pretty good - and recommended - read it was. It's good to see he gives CiviCRM a proper mention.
What struck me was Ivan’s Pyramid of Priority (reproduced in the illustration) - and grey column labeled “Change Management”. This put me in mind of our own experiences implementing CRMs in small organizations. And that is the over-arching need for leadership.