In my experience, pipeline/forecast is one area of a CRM system that seems to change frequently. I have seen this both from the consulting side and as a user. Not going to comment on whether it is right or wrong, just that it happens, often, as a matter of fact in many organizations. Been spending some time getting up to speed with Microsoft Dynamics CRM 4.0 as I have not seriously looked at it since the 2.0 version. I am impressed with the Windows Workflow Foundation to automate much of the process configuration. The product has really come along way. The improvements could really automate a change in process so that users still actually use the CRM application. Happier users, better CRM.