About 1 year ago we went live with Salesforce.com at D.D. Williamson this was my first time using Salesforce but the second CRM system I have implemented. We had a great partner (Infowelders at the time) that helped implement the vision we had for a CRM package. The implementation was successful. We delivered it on time and on target with all the customizations and setups that we had planned. Initial adoption was slower than I would have liked but slowly the organization has integrated it into the way they work on a daily basis.
One advantage of the timing for our roll-out and launch was the beta of Salesforce Chatter. Chatter has really added value to the organization. One major corporate wide (non-sales) project was completely managed using Chatter. It has over 200 files and 500 posts over the last 7 months.
We’ve added a lot of custom objects and fields to add additional functionality and clarity to Salesforce. Most of the customizations have been added to extend the footprint our the customer relationship. It helps us understand where we can add value to our customers.