Internal process reingeneering and CRM

What I've recently found out is that BP modelling is not useful only as first phase of the BPM project and requirements gathering. It is also usefull as communication tool/language for internal work rules in organization. It is far more understandable for employees to have one A4 sheet of process model (in BPMN) sticked at their workplace as a pile of documentation.
Some time ago, we implemented new CRM process (work rules) for sales dept. and software solution (Microsoft Dynamics CRM). Microsoft Dynamics CRM is a framework, not out-of-the box solution. It can be frustrating for non-IT users, when they see all of the functionalities of the this tool. Moreover, the workflow is not defined out-of-the-box. Therefore, conceptual model of the workflow is needed. We created BPMN model of the CRM process before we started to tinker with CRM system. This idea proved successful, because we argued over the process model, not the tool, and spared some of the precious time of our programmers and CRM specialists. They've got well polished idea in a form of process model and the implementation and configuration of the Microsoft CRM went flawlessly.
If I sum it up: do BPM before CRM!