3 Potential Reasons Why a CRM Implementation Can Fail

A business going through a customer relationship management software implementation that's working with a great CRM partner and has done its own part to align staff and resources is in a great position to see the project through successfully. However, there are ways that an implementation can be lacking if the company isn't paying attention to some smaller details and responsibilities. These potential hindrances aren't always as obvious as the major parts of an installation, such as documenting business processes or effectively training employees, but they can have a major impact.

Here's a look at three areas where businesses should place extra attention during an implementation to realize the best results:

1. Limited involvement from across the company: Many businesses already understand the power of having an implementation team in place, but the exact makeup of that group needs to be considered. Relying too heavily on staff from one part of the organization, be it the information technology or sales department, can prevent a complete view of needs from being achieved. Because the implementation team works closely with a CRM partner and is responsible for communicating a great deal of information, having a broad mix of different employees is key.

2. Lack of the right viewpoint: Destination CRM pointed to incorrect interpretations of the function of CRM is a major flaw in implementations from a knowledge standpoint. CRM provides the pathways to boost efficiency, reduce the time spent on many work processes and develop better relationships with customers. No CRM system, no matter how advanced or specialized, will do these things automatically. Employees still need to provide the input and the human touch that allows CRM to be so effective. This is an understanding companies sometimes overlook during the implementation process, and it needs to be communicated to everyone involved in order to boost the usefulness of a CRM platform.

3. Employees lack power: Staff members need to have some feeling of agency or power when it comes to a new system. In other words, they should understand how a CRM system will provide the tools to make them more successful and effective in their roles. This concept should be emphasized not only when a new CRM platform is rolling out, but during the initial selection and installation phases and with follow-up efforts as well.

by The TM Group