 As we determine the deployment requirements for Dynamics CRM, one of our first discovery questions we ask for is a copy of the sales process. It is still quite surprising how many organizations do not have a documented process. We are often told that sales process is something that “all the account managers know”. Sometimes there might be an elaborate Visio diagram tucked away, out of sight, generated by a previous VP of Sales, which outlines an unusual number of steps, however, today no one on the sales team is aware of or following. Even when a sales process is unearthed, quite often there is no role for marketing in the process.
According to Objective Management Group http://www.objectivemanagement.com/ 92% of the companies whose sales force they evaluate have ineffective, incomplete, non-existent sales processes, or sales processes that their people don’t follow.
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Dear Bob, My account reps just don't prospect or even follow up on leads we provide! What can I do? - Barb Dear Barb -
One of the challenges that we often see from a CEO is really trying to drive account managers to do prospecting and to reach out and follow up on leads. A CRM system provides vision into what is happening, or not happening with leads provided to the account manager as well as vision of the sales VP and CEO. 
Generating leads and acquiring new customers is the lifeblood of every organization. Many organizations believe that satisfied customers and referrals are their best sources of leads. That’s certainly a sound principle and something to strive for but unless you’re measuring and tracking where your leads are coming from, this belief is anecdotal and little more than company lore.
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