One of the great debates in CRM is who should have ownership of the process. In many firms, IT people seem to be the guardians of CRM’s secrets. This is because, as we have learned, a key facet of CRM is its information management capabilities. Who do you think should have ownership of CRM in a firm? Is it really necessary that CRM have an owner? What does ownership of the process imply in terms of actions and behaviors? What is the role of upper management in all this?