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What Two Decades of CRM Success—and Failure—Teach Leaders About Getting It Right

21 lessons from 21 years of opsis

CRM success is rarely about software.

After twenty-one years working alongside executives, delivery teams, and organisations across industries, one pattern is unmistakable: the outcomes you get from Dynamics 365 and the Power Platform are shaped far earlier than go-live.

This eBook distils twenty-one hard-earned lessons drawn from real-world delivery, rescue engagements, leadership coaching, and transformation programs.  Not theory.  Not vendor best practice. But what actually determines whether CRM becomes a growth engine—or an ongoing liability.

This book is written for leaders who carry accountability long after implementation teams leave. Executives, sponsors, and senior decision-makers who are expected to explain results, justify investment, and live with the consequences of early decisions.

If your CRM feels heavier than it should.

If adoption has stalled, confidence has dipped, or every enhancement feels harder than expected.

This is not a technology issue—it’s a leadership and design issue showing up at scale.

Across twenty-one lessons, you’ll see how CRM programs succeed or fail based on strategy, governance, culture, and discipline—not features.  You’ll recognise familiar patterns: scope creep disguised as progress, customisation masquerading as flexibility, and systems that go live but never truly embed.

This eBook does not offer a checklist or a step-by-step build guide.

It reframes CRM as what it truly is: a long-term business asset that requires stewardship, not shortcuts.

You’ll learn how experienced leaders avoid the traps that quietly erode value over time—and how the right decisions compound into clarity, confidence, and control.

Inside the eBook

  • 21 lessons from 21 years of opsis ebook The most common CRM mistakes executives make—without realising it
  • Why adoption, not technical perfection, determines ROI
  • How governance protects investment and prevents long-term debt
  • The warning signs of “Frankenstein CRM” before it’s too late
  • Why CRM must evolve with your business—or hold it back
  • Lessons on sponsorship, scope, training, integration, and metrics
  • What twenty-one years of delivery taught us about sustainable success

Who It’s For

  • Executive sponsors and board-level leaders
  • CIOs, COOs, and heads of sales or service
  • Business owners accountable for CRM outcomes
  • Leaders inheriting an existing Dynamics 365 or Power Platform environment
  • Organisations planning a CRM refresh, rescue, or scale-up