Upgrades always arrive as a mixed blessing, offering new features and functionality in return for some significant work migrating existing data and customizations. For most CRM solutions, organizations are constantly faced with the challenge of whether to customize the CRM solution to fit their specific business needs, which will likely in turn make an upgrade more difficult, or leverage configuration tools and “out-of-the-box” functionality which will be simpler to upgrade. As an organization builds their business case for upgrading, there are three core questions they need to address, including the upgrade justification, the financial costs of upgrading, and how to build consensus in the organization for the upgrade.