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crm project failure


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.

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 CRM 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.

1. Businesses don’t scope properly.

This exchange from Alice in Wonderland sums it up nicely!

crm project failure alice and cheshire cat scoping

Alice: Would you tell me, please, which way I ought to go from here?

The Cheshire Cat: That depends a good deal on where you want to get to.

Alice: I don’t much care where.

The Cheshire Cat: Then it doesn’t much matter which way you go.

Alice: …So long as I get somewhere.

The Cheshire Cat: Oh, you’re sure to do that, if only you walk long enough.”

Sometimes the business has only the vaguest idea of what it wants to achieve from the project. All too often, the expectation is that ‘everything will be better once the CRM is in’, but no one defines what ‘better’ actually looks like. So when things are not perfect (and they never are!), CRM takes the blame for every issue.

One of our clients had to rebuild their solution twice - and they did not change the software within this timeframe. Their problems were in how they implemented the software, with too many badly done customisations.  Their primary problem was very inadequate scoping, while tying their original vendor to a fixed price.   They have now gone live, but with many fewer users than expected, much less functionality and a far bigger bill.  

When scoping is discussed, the questions of whether users should be involved in the scoping, or just IT or senior people will be raised.


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Phone: +61(2) 8212 3480

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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.