Within the Microsoft Dynamics world there is a methodology for implementing projects that is widely used, not just in the CRM sphere but across the board.
Now this methodology has recently raised some discussions in the Dynamics NAV world as it is being re-visited.
A good overview of why it is used is given by Rebecka Isaksson here
A quote that sums it up well is:
it is important to remember that an ERP or CRM implementation is quite different from other software development and implementation projects. In particular the ERP implementation that very often impacts pretty much everyone and everything in the organization where it is introduced. Someone said once that “ERP implementations are 30% about technology and 70% about organizational development”
Ad additional case for Sure Step was posted here by Vjekoslav Babić. This outlines the reasons why employing a methodology like Sure Step significantly increases the chances of the project succeeding.
However, a counter point has been put up in this essay “Read my lips: No New Models” (PDF)
So Vjekoslav has posted a repost here which deals with the points raised.
Whilst these discussions are largely NAV/ERP based the same points relate to CRM deployments. I would even go so far as to say they are even more relevant as CRM projects probably go deeper and lower into an organization than many ERM systems so getting user buy in and adoption is even more critical.
My personal opinion on Sure Step is that is is a very good foundation on which to build a methodology but in its entirety can be cumbersome for use in smaller projects. It also has the same issues as any other methodology in that it requires buy-in and discipline by the client and the client’s users and frequently this is plunging them into a totally alien environment.