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Faye Business Systems Group presents: The Top 10 Reasons Why CRM Implementations Fail

Top 10 Reasons Why CRM Implementations Fail

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Page 1: Top 10 Reasons Why CRM Implementations Fail

Faye Business Systems Group presents:

The Top 10 Reasons Why CRM

Implementations Fail

Page 2: Top 10 Reasons Why CRM Implementations Fail

Why CRM Implementations Fail

Page 3: Top 10 Reasons Why CRM Implementations Fail

Why CRM Implementations Fail

1. Not Defining Clear Objectives for the ProjectA successful project is one that meets its objectives.

Do a proper assessment of objectives before the implementation to help keep the project on track.

Think of the 3 MOST important goals for the CRM implementation to accomplish.And remember, get input from different departments!

Defining goals will create an outline for success and will help while you are getting used to using the CRM on a daily basis.

Page 4: Top 10 Reasons Why CRM Implementations Fail

Why CRM Implementations Fail

2. Poor Planning or Project Management

Do not let the implementation become overly disruptive to the organization’s daily business practices.

First, answer these questions:

• Who at your company will be the internal project manager?

• Does this person have managements full support? Do they have time? Are they clear on their goals?

• Is there a project plan?

Page 5: Top 10 Reasons Why CRM Implementations Fail

Why CRM Implementations Fail

3. Believing that software will solve your problems when software is just a tool or enabler

Understand that CRM will help you to be effective in

organizing your daily schedule, measuring results

and knowing your customers!

No software will solve all

of an organizations

problems!

Page 6: Top 10 Reasons Why CRM Implementations Fail

Why CRM Implementations Fail

4. Trying to Use or Add Every Feature in the New Software Right Away

A phased approach works best!

Introduce the staff to new processes gradually

Limit yourself to only the customizations that support your Top 3 goals

Page 7: Top 10 Reasons Why CRM Implementations Fail

Why CRM Implementations Fail

5. Insufficient Training and SupportPlan in to the

budget for training and support!

Enable the CRM users to get properly trained AND make sure there is support for them in

place.

Don’t assume your team has the time or energy to

“learn it on their own.”

Page 8: Top 10 Reasons Why CRM Implementations Fail

Why CRM Implementations Fail

6. Not Getting Buy-In from Employees Ahead of Time All employees must believe in the CRM strategy!

They must understand how it helps them.

Upper management MUST support and mandate the software implementation.

Significant and positive communication from management is critical.

Page 9: Top 10 Reasons Why CRM Implementations Fail

Why CRM Implementations Fail

7. Incomplete, Erroneous, or Bogus Data in New SoftwareMake sure data is converted accurately and completely before turning on the switch.

This will help prevent frustrated employees who don’t trust the data in the CRM.

If information cannot be converted accurately or completely, make sure

there is plenty of communication about what is happening.

Page 10: Top 10 Reasons Why CRM Implementations Fail

Why CRM Implementations Fail

8. Not Planning for Change or Handling Out of Scope Issues

What will happen if you go over budget? What will happen if the project takes longer than

expected?

Answer the hard questions before you begin the

implementation. It’s always best to be prepared.

Page 11: Top 10 Reasons Why CRM Implementations Fail

Why CRM Implementations Fail

9. Unstable hardware or network platform to support the new software

Make sure you have a fast, reliable internet connection before

implementing hosted software.

Don’t worry about unstable hardware or network platform!

Page 12: Top 10 Reasons Why CRM Implementations Fail

Why CRM Implementations Fail

10. Choosing the Wrong Software and/or the Wrong Provider

Make sure you’re doing your own research and

choosing a CRM software that fits best with your company and its goals.

Verify that the software can easily handle changes in your

business and changes in number of users.

Page 13: Top 10 Reasons Why CRM Implementations Fail

Faye Business Systems Group

Questions? Comments? Please contact:

Kimberly Douglass, Account [email protected]

www.fayebsg.com