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Why 14% of CEOs want to junk their CRM and start all over again

According to Gartner, 63% of CRM implementation projects fail to deliver on their investment.

crm project failure

Many organisations report CRM systems need to be re-implemented three times or more just to get it right!


14% of Managing Directors want to junk their CRM platform and start over! From our experience rescuing implementations and projects, we’re surprised it’s not higher.

Why do so many businesses implement CRM so badly?

We’ve identified 6 key reasons why CRM projects fail. We see these again and again.

So what are these six reasons?

Read more: Why 14% of CEOs want to junk their CRM and start all over again

Cornerstone cr

Training is the cornerstone of CRM success

CRM projects, be they based on Microsoft Dynamics 365 or other technologies, are not easy.  The biggest challenge is not the technology but the change management.

And the secret to this change management is effective training.  Many people in your organisation will be asked to do new activities during your CRM project.  They can can only be successful with these, if they receive effective training. Effective training is training that brings about a change in behaviour - not just an accumulation of more facts.  A change in behaviour will not be achieved if the training is rushed, if the training is not highly practical and interactive or if the training is not relevant to the roles of the people involved.  I talk more about failure rates here .

For most people responsible for delivering a project such as CRM, there will two measures of success. Firstly that the solution delivered, delivers on the goals set out for it, and secondly that the users use it, and use it in the way that was intended so that the automation and reporting works as expected.

Typically, the goals of a CRM project will be based on the following:

  • Increases in sales, or better still, profits
  • Improved visibility of information across the organisation
  • More coherent processes flowing across different teamsSuccessfulCRMincreasesales
  • Easier reporting, especially reporting which combines data from multiple parts of the organisation
  • Improved interaction with customers
  • A better customer experience when customers are dealing with the organisation
  • Reduced data entry of customer data – data is entered once and flows from its point of entry to everywhere that it is needed.

Any true CRM technology can deliver on all of these goals. But to achieve them requires many things:

  • The solution must be designed to take maximum advantage of functionality of the selected technology
  • People designing the solution should consider multiple possible solutions before making their final decision about how to implement each feature
  • The ownership of the project should not be outsourced – formally or informally – from the organisation
  • The people involved in the testing must know about the functionality of the technology and about the processes being delivered as without both of these the testing will be inadequate
  • Everyone involved in the project should receive the necessary training

Read more: Training is the cornerstone of CRM success

Taming the Beast of CRM Data - presented at CRM Saturday on 12th August 2017

Gill Walker was part of an outstanding line up of speakers speaking at CRM Saturday in Sydney on 12th August 2017.  The speakers all illustrated various ways that you can get more from your Microsoft Dynamics 365 CRM project.

Gill's presentation shows various ways that you can get more - more value, more use, more benefit from your CRM data.

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In this presentation, Gill shared how a CRM project - be that based on Microsoft Dynamics 365 or any other technology, has the wherewithall to be a naughty child.

She then described the road map to help you avoid that costly and frustrating outcome and finally showed the key to a successful project.

Gill is available to deliver this presentation to other groups interested in learning more about the key techniques to ensure that the correct data is captured and that all that data that is captured by the users is put to maximum use.

If you would like to download the slide and commentary book from this presentation, click on the button below.

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Published by Gill Walker

Who is Gill Walker?

Gill Walker is many things:

  • She is an author who loves spreading knowledge of CRM and specifically Microsoft Dynamics 365 via articles such as this;
  • She is an expert consultant who has been helping her clients with their Microsoft Dynamics 365 (and previously Microsoft Dynamics CRM and Microsoft CRM) challenges since 2002;
  • She is a professional trainer who shares her wide knowledge of Microsoft Dynamics 365 with her training delegates – so they can implement and manage their Microsoft Dynamics 365 more easily and effectively;
  • She is a speaker who shares her knowledge of varied CRM topics with her audiences;
  • She is a troubleshooter – who helps organisations with their sticky problems.

Please feel free to contact her via linked in (https://www.linkedin.com/in/crmconsultant/) or email (This email address is being protected from spambots. You need JavaScript enabled to view it.).

Choosing a CRM Partner with Confidence


You’ve decided on your technical solution.  Now you want to choose a CRM partner to help you make it happen.  This decision is at least as important (if not more so) than the technology decision.

There are few really bad CRM technologies out there, but there are some ‘CRM experts’ who can make the technology really bad - they create the nightmare from your dream business solution!

Read more: Choosing a CRM Partner with Confidence

Microsoft Dynamics 365 Online or On Premise? Which is the most appropriate for you?

deciding between on prem and online

Deciding whether to select Microsoft Dynamics 365 Online or On Premise is probably one of the most important technical decisions in your Microsoft Dynamics 365 project. And, it is not as simple as deciding how much involvement you want your IT team to have, or how much time your IT team have. And neither does because you need access from outside the office means you have to have Microsoft Dynamics 365 Online, nor does because your data must be kept secure mean that you have to have on Microsoft Dynamics 365 premise.

And Microsoft Dynamics 365 Online is NOT the only way to get a Cloud solution of Microsoft Dynamics 365.

Late last year Microsoft released Microsoft Dynamics 365.  Microsoft Dynamics 365 is a product line of enterprise resource planning (ERP) and customer relationship management (CRM) applications.  This article applies to CRM functionality within Microsoft Dynamics 365 and also to older versions of Microsoft Dynamics CRM.

Read more: Online or On Premise?  Which is the most appropriate version of Microsoft Dynamics 365 for you?

What Dynamics 365 means to you

Dynamics 365 will affect you differently depending whether you are a CRM Online user, a CRM on-premise user or partner hosted CRM user

Microsoft Dynamics 365 - Business Edition  Microsoft Dynamics 365 - Enterprise Edition

CRM is dead – long live CRM

CRM Online becomes Dynamics 365

On 1st November 2016, Microsoft will launch Dynamics 365 in the United States.  From an ERP and CRM software perspective, Dynamics 365 is mostly a change to branding and bundling.  So how will the focus change from CRM, and particularly CRM Online, to Dynamics 365 affect you?

 download whitepaper 

To download our whitepaper "What Dynamics 365 means to you - whether you are an online user or a CRM on-premises user partner hosted CRM user", click on the button above.

Read more: What Dynamics 365 means to you

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Opsis is an expert Microsoft Dynamics 365 consulting company. Our focus is your Microsoft Dynamics 365 success - not licence sales or billable hours. As Principal Consultant, Gill oversees all business operations and strategic planning and execution, yet she still believes in offering personal attention to each and every client, so as to understand their needs and offer tailored solutions.  We are based in Sydney, with clients in Sydney, Canberra, Melbourne, Brisbane and across Australia.  We offer Microsoft Dynamics 365 strategy, Microsoft Dynamics 365 scoping, Microsoft Dynamics 365 implementation, Microsoft Dynamics 365 technical support, Microsoft Dynamics 365 advice and guidance, Microsoft Dynamics 365 training and mentoring.