According to this article on CRM Buyer, a CRM transformation needs to be linked to overall IT strategy of the organization. This report outlines the six steps you should take to make your organization's CRM transformation successful.
"CRM transformation needs to be linked to overall IT strategy of the organization. While the business demand is the key value driver in the phasing of CRM transformation, the interdependencies between CRM and other operational systems are a major cost and risk consideration. Therefore, the business demand alone cannot dictate the CRM transformation phasing. Otherwise, a huge investment may be required in the product customization and developing temporary interfaces."