From an article on c|net:
Analysts said it would be easy to blame the software providers such as Siebel Systems, Oracle and PeopleSoft for the failure rates, but there's plenty of blame to go around. Companies are spending money on CRM software without thinking about their own business strategy or processes, analysts said. To have any chance of success, companies need to organize their internal data so it's easier to find, and to set measurable goals.
I'm sorry, but software providers should shoulder the lion's share of blame for the large number of failed CRM implementations because it is the responsibility of the software providers to instruct their clients as to what needs to be done for a succesful CRM implementation. By their nature, Seibel, Oracle and PeopleSoft are selling software as a solution. To try and claim that they aren't responsible because clients actually bought their sales pitch is ludicrous.