CRM has become an indispensable tool for the effective functioning of all organizations. Once the CRM tool is selected, the next important step is to consider the strategy for its implementation. While implementing the CRM, the outcome is often successful but occasionally can also result in a failed implementation. There are some indicators that need to be carefully monitored during CRM implementations, to avoid the whole process resulting in failure.

CRM Implementation

Customer relationship management software helps to manage and organize customer data. The main goal of CRM is to improve business relationships with customers by better tracking customer data, such as customer interactions and communications, information storage, and more. Please refer to our blog “Guide to salesforce implementation” for detailed information on implementation

Signs of failed CRM Implementation

• Feature remains unused

  CRM provides limitless features and customizations for customers. Every customer should be aware of all the features that are available in the CRM that they have acquired and the customizations that are required for their organization, if not the organization. Otherwise, the organization may end up under utilizing the complex features and capabilities of the CRM platform even though they have paid for all those potential features.

• Poor Goals

  Before implementing a CRM for the organization, the organization must set a clear goal. Aimless implementation is one of the top reasons for the failure of CRM.
  Goals should be straightforward, measurable, and actionable. Without these goals, the team will be left uncertain and CRM failing. Some of the goals you can use in your CRM implementation are to provide customers with a seamless and detailed experience or to automate certain customer communication tasks to improve the team’s productivity.

• Poor data quality

  One of the main reasons for the failure of CRM is the data quality and data integrity. CRM should provide accurate data without any missing information. Duplicate, inaccurate, or missing sales lead/opportunity records can adversely impact the new CRM.

• Poor CRM strategy

  This is like setting vague goals which in turn can lead to CRM failure. Poor preparation is one of the top reasons for any CRM implementation failure, and it’s important to have a well-thought-out strategy and systematic approach to CRM implementation. Setting up a CRM platform without a plan is possible, but strictly discouraged. If such an attempt is made the results may be far from strategic or tactical goals.

• Choosing the wrong CRM vendor

  The most important thing to consider for an CRM implementation is choosing the right CRM vendor who has the necessary experience, skills, competencies to properly support the needs of the organization. Always keep in mind that there is no need to change the existing business processes or procedures to suit a new CRM, unless there is a specific need for business process re-engineering.

• Lack of user adoption

  User adoption is critical for the success of any new CRM deployment within the organization. if the team is not on board with the new additions, there is a big risk that you will not be able to successfully engage them. User adoption reduces productivity losses during the transition.

• Lack of Data migration

  The data migration process is critical while transitioning the organization’s existing CRM or legacy platform to the new CRM system. If all the data, particularly the customer-related information from the existing platform is not made available in the new system, it can have a severe adverse impact on the organization.

• Low user productivity or efficiency

  Post-implementation CRM can help the team members to be more productive and efficient when they effectively start using all its new features and customizations. In case there is undue delay in implementation, it results in complicating regular activities and duplication of work. This in turn can lead to demoralization and frustration among the users.

• Lack of Team organization and responsibilities

  Lack of organizational commitment and inter-departmental synergy affects the successful implementation of CRM. If the team members are not showing enough attention and willingness to accept change the CRM will not function as expected. It is important to assign committed members of the team as the core players of the project, for each and every discipline whose primary objective should be to focus on the successful implementation of the project.

• Lack of Training and Support

  The most important step is to equip teams properly while bringing new changes into the workplace. If the team members are not trained or aware of new changes when introducing a new CRM system, it results in losing productivity and a lack of contentment.To overcome this situation always make sure that employees and users get enough training before and after the implementation of CRM to get the most out of your investment. Also, ensure that you know the kind of resources that you have access to before you are troubleshooting the program and need to use them.

Remedies for Failed CRM Implementation

CRM implementation is the first step in the CRM journey. It is important to keep in mind that the team needs to keep measuring the CRM adoption via data analytics, which enhances in the CRM’s user experience.