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Why CRM projects go south - Gill Walker's interview with Rashid Kotwal

Gill Walker says "I am too often distressed when I hear from people how they have taken been 'to hell and back again' by a CRM project". This is almost always because they missed one of the three key parts of the project:

  • Scoping
  • Solution Design
  • Training

In this interview with Rashid Kotwal, Gill Walker discusses those reasons, and how you can avoid the project failure caused by them. 

 

Every organisation with a CRM needs some kind of CRM support.

You may have a complex system with hundreds of users who need ongoing training.  You may need frequent custom reports.  You may be facing an upgrade, or an integration. Or migrating data from a different system after a business acquisition. You may be rolling out new functionality. You may just find that something isn’t working as expected and you need to fix it. Whatever the case, you need CRM support.

So what’s the best way to provide for it?  Can your in-house IT team support your CRM, or do you need outside help? And if you are calling in an expert, should you have a contract or just pay on an ad-hoc basis.

The decision is different for each organisation, but here are some pointers to help you work out what’s right for you.

Read more: CRM Support: Handle In-House Or Outsource?

Are you losing sales because you haven’t implemented CRM yet?

People do not buy until they are ready

Losing sales is every salesperson’s dread.  But a fundamental sales truth is “People buy when they’re ready”.

Your job, as a salesperson is to be in front of them when this happens.

If you’ve been in sales for any length of time you’ll know that it can take 5 to 9+ touches before someone becomes a client.  But how do you know who is getting close to becomeing a client?  How do you spend your effort where you will reap rewards, rather than just spin your wheels?

Read more: Are you losing sales because you haven’t implemented CRM yet?

Why CRM Projects Fail

why-crm-projects-fail-drain

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

Many people report that CRM solutions need to be re-implemented three times or more just to get it right!

And…

14% of Managing Directors want to junk their CRM platform and start over!

Given our experience rescuing CRM implementations, we’re surprised it’s not higher…

Read more: Why CRM Projects Fail

CRM Configuration, Customisation and Add-ons

crm configuration customisation wheels

 

 

When making changes to your CRM, should you use choose configuration, customisation or add-ons?

Which is best for your CRM project?, or even just this requirement, since you could easily each of them in different places of the implementation.

And which do you already have?

True ‘vanilla CRM’ implementations are very rare. Almost everyone makes some changes. Custom fields, values in a drop-down list, layout of a form or so on. But have you gone beyond these minor CRM configuration examples to more extreme customisation? And what’s the effect if you do?

Read more: CRM Configuration, Customisation and Add-ons

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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.