When people are put into groups a person usually emerges from the group and assumes authority. This person is called the project leader. The role of the project leader requires extremely good communication skills and very strong management skills. The Project leader should also understand and the operations and objectives of the CRM implementation. Customer Relationship Management is a set of business processes that manages all your information about your customers. The project leader is responsible for the overall project planning and progress toward the implementation. The project leader may also have to solve disputes amongst other team members which invariably arises. The emergence of a project team leader may also have a negative consequence. For example a team member maybe unwilling to contribute an idea because he/she may receive a negative reaction from their team members. Overall a project leader is important in IS projects.