SuccessRM - A Structured Approach to Sustainable CRM Success

SuccessRM provides a structured, practical approach designed to deliver sustainable CRM success. It helps organisations achieve lasting value from CRM investments by focusing on clear outcomes, strong governance, and disciplined execution — regardless of whether the platform is Microsoft Dynamics 365, Power Platform, or another enterprise CRM technology.

Your Blueprint for CRM Success — with Microsoft Dynamics 365 or any Technology

Up to 85% of CRM projects are considered failures?

In the United States alone, failed CRM initiatives cost businesses an estimated $15 billion every year — and the damage goes far beyond money. Disrupted go-lives, spiralling budgets, frustrated users, and delayed outcomes are all too common.

Nearly 50% of CRM, ERP, and digital transformation projects suffer major disruption at launch, with budget overruns of up to 300% not unusual. That means a planned $10,000 project can quickly become a $40,000 problem.

Is that really how you want your CRM journey to unfold?

CRM Success Shouldn’t Be Left to Chance

Would you build a house without a blueprint? Or without seeing how other houses are designed?

Probably not.

So why take that risk with your CRM — one of the most critical investments in your business?

Without a clear plan and shared understanding, CRM projects quickly descend into confusion, rework, and disappointment. SuccessRM exists to prevent exactly that.

SuccessRM is our battle-tested blueprint for making CRM work the way your business actually needs it to.

What Is SuccessRM?

SuccessRM is a structured, proven framework that guides your CRM journey from idea to implementation — and well beyond go-live.

Whether you are:

• Implementing Microsoft Dynamics 365 or Power Platform for the first time

• Upgrading or extending an existing system

• Rescuing an underperforming CRM

SuccessRM provides the clarity, direction, and confidence needed to make good decisions at every stage.

Backed by over 20 years of real-world CRM experience, SuccessRM helps ensure you invest in a system that fits your business — instead of one that ends up under-used or abandoned.

Why You Need SuccessRM

Without a clear roadmap, CRM projects often:

• Miss the mark — poor adoption, messy data, and little business value

• Drag on indefinitely — scope creep turns progress into an expensive headache

• Fail to integrate — CRM doesn’t work properly with other systems

• Create frustration — what was meant to help becomes a source of stress

SuccessRM avoids these pitfalls by aligning technology, people, and process from the very beginning.

How SuccessRM Works

SuccessRM is built around five core pillars that underpin successful CRM projects:

• Discovery & Vision
  Defining what success looks like for your organisation and aligning CRM to your strategic goals.
• Process Mapping
  Understanding how your business really works so CRM simplifies — rather than complicates — daily operations.
• Technology Fit
  Configuring Microsoft Dynamics 365 and Power Platform to support your business, not force change for the sake of technology.
• User Adoption & Training
  If people don’t use the system, it has failed. SuccessRM embeds education and change management from day one.
• Ongoing Optimisation
  Your business evolves — your CRM should too. We help you refine, scale, and improve over time.

Who Is SuccessRM For?

SuccessRM is ideal for:

• Organisations implementing Dynamics 365 for the first time
• Teams struggling with CRM adoption or efficiency
• Businesses looking to optimise or upgrade their CRM
• Leaders who want confidence their CRM investment will deliver measurable outcomes

What You Get with SuccessRM

SuccessRM gives you something many CRM projects lack: understanding.

That understanding empowers your team to make better decisions — reducing rework, minimising unnecessary development, and maximising out-of-the-box functionality.

The investment in education is often repaid many times over through:

• Reduced custom development

• Fewer costly mistakes

• Faster delivery

• Stronger user adoption

A Real-World Example

I once worked with an organisation struggling badly with CRM adoption. When we looked closer, the cause was clear.

Their developer had created a monster lead form — hundreds of custom fields. Why? Because the business used the word “lead” to describe everything from first enquiry to completed project.

Instead of leveraging the lead-to-cash process built into Dynamics 365, unnecessary customisation was piled on — and then poorly integrated with their finance system.

The result? High development costs, poor usability, and frustrated users.

How SuccessRM Would Have Helped

• The developer would have understood more of the out-of-the-box capabilities

• The business would have experienced the standard sales process before insisting on changes

• Mistakes would have been identified earlier — avoiding costly rework

• User adoption would have been significantly higher from the outset

I have dozens of similar stories. That’s why SuccessRM exists.

Breaking Down Expertise Silos

CRM projects require a wide range of skills — business knowledge, technical expertise, and change management.

When these exist in isolated silos, misunderstanding is almost inevitable. Small miscommunications lead to large, expensive errors.

SuccessRM deliberately breaks down these silos by creating a common language between business and technology teams.

The goal is not to turn executives into developers — but to ensure decision-makers understand enough about the technology, and technologists understand enough about the business, to make smart choices.

Education at the Heart of Success

SuccessRM works alongside both agile and waterfall delivery approaches. The right method depends on your scope — but success is far more likely when the roadmap is understood early.

The key difference with SuccessRM is simple:

Education leads the project.

When everyone understands the business, the technology, and the change process, CRM projects become simpler, safer, and far more successful.

SuccessRM avoids what I’ve seen far too often — the blind leading the blind.

Let’s Build Your CRM Success Story

A CRM should be a powerful business tool — not a costly frustration.

With SuccessRM, you gain a clear, structured path to CRM success and a partner who understands both business and technology.

Ready to take the guesswork out of CRM success?

Book a Strategy Call

Let’s turn your CRM challenges into opportunities for growth.