I'd like to begin this piece by putting some fear in everyone. It's estimated that 50 percent of CRM software implementations do not succeed. Yikes! That's scary! CRM software for all businesses is an investment of a major size. With the chance of failure at 50% it's a good idea to bring that investment to Vegas and chance the whole thing on red or black at the roulette table isn't it? Wrong.
There are specific reasons why CRM software implementations do not work. Knowing the causes BEFORE deployment, and staying clear of those traps, is crucial to ensure that you're on the right side of the 50 percent. This isn't about luck or odds favorable to you. It's a decision that you can control.
Let me begin by declaring that CRM implementations do not fall because of the software. They fail because the process and culture aren't in sync to the tools (software). "So," you ask, "how do I make the alignment occur?" Fair question. There isn't one answer to this question.
It is possible to answer through a variety of paths however the one we will be talking about today is provides the foundation to achieving the other. The answer to the question we're going to address this morning is "You pick the most suitable people to be part of this team to implement CRM.