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Top 10 Reasons Why CRM Implementations Fail
- 1. Faye Business Systems Group presents: The Top 10 Reasons Why CRM Implementations Fail
- 3. Why CRM Implementations Fail 1. Not Defining Clear Objectives for the Project A successful project is one that meets its objectives. Do a proper assessment of objectives before the implementation to help keep the project on track. Think of the 3 MOST important goals for the CRM implementation to accomplish. And remember, get input from different departments! Defining goals will create an outline for success and will help while you are getting used to using the CRM on a daily basis.
- 4. Why CRM Implementations Fail 2. Poor Planning or Project Management Do not let the implementation become overly disruptive to the organization’s daily business practices. First, answer these questions: • Who at your company will be the internal project manager? • Does this person have managements full support? Do they have time? Are they clear on their goals? • Is there a project plan?
- 5. Why CRM Implementations Fail 3. Believing that software will solve your problems when software is just a tool or enabler Understand that CRM will help you to be effective in organizing your daily schedule, measuring results and knowing your customers! No software will solve all of an organizations problems!
- 6. Why CRM Implementations Fail 4. Trying to Use or Add Every Feature in the New Software Right Away A phased approach works best! Introduce the staff to new processes gradually Limit yourself to only the customizations that support your Top 3 goals
- 7. Why CRM Implementations Fail 5. Insufficient Training and Support Plan in to the budget for training and support! Enable the CRM users to get properly trained AND make sure there is support for them in place. Don’t assume your team has the time or energy to “learn it on their own.”
- 8. Why CRM Implementations Fail 6. Not Getting Buy-In from Employees Ahead of Time All employees must believe in the CRM strategy! They must understand how it helps them. Upper management MUST support and mandate the software implementation. Significant and positive communication from management is critical.
- 9. Why CRM Implementations Fail 7. Incomplete, Erroneous, or Bogus Data in New Software Make sure data is converted accurately and completely before turning on the switch. This will help prevent frustrated employees who don’t trust the data in the CRM. If information cannot be converted accurately or completely, make sure there is plenty of communication about what is happening.
- 10. Why CRM Implementations Fail 8. Not Planning for Change or Handling Out of Scope Issues What will happen if you go over budget? What will happen if the project takes longer than expected? Answer the hard questions before you begin the implementation. It’s always best to be prepared.
- 11. Why CRM Implementations Fail 9. Unstable hardware or network platform to support the new software Make sure you have a fast, reliable internet connection before implementing hosted software. Don’t worry about unstable hardware or network platform!
- 12. Why CRM Implementations Fail 10. Choosing the Wrong Software and/or the Wrong Provider Make sure you’re doing your own research and choosing a CRM software that fits best with your company and its goals. Verify that the software can easily handle changes in your business and changes in number of users.
- 13. Faye Business Systems Group Questions? Comments? Please contact: Kimberly Douglass, Account Executive Kimberly.douglass@fayebsg.com www.fayebsg.com
Notas do Editor
- Kimberly DouglassStudies have foundthat very few companies on the market today achieve successful software implementations on the first try. But why is this? We are going to take a look at the Top 10 reasons why CRM Implementations fail and how you can position your company to not make the same mistakes. Some of you may have already experienced a failed implementation, but this will help you to get back on track and reposition your goals and efforts.
- This is a cool graphic illustrating the Big 10. Let’s now get into the 10…
- Not defining clear objectives for the software implementation is commonly cited as a contributing factor associated with failed implementations. A successful project is one that attains its objectives, but it is amazing how many businessesundertake a CRM solution with vague and unidentifiedgoals. If a company does not consider and do a proper assessment of objectives, BEFORE implementation, it becomes difficult to pinpoint the issues and failures along the way. Take the time to consider 3 things that you want your CRM implementation to accomplish. Remember, your goals may not be the same as your coworkers, so be sure to get input from different departments and staff members. Defining goals will create an outline for success and will help to keep you on track while you are getting accustom to using the CRM on a daily basis.
- Poor planning and project management will not only contribute to a CRM implementation failure, but also often results in staff embarrassment, frustration, and sometimes job loss. Sometimes, an implementation will become overly disruptive to the organization’s daily business practices. Many times existing employees are asked to not only do their regular jobs but also implement the new software at the same time. This is a tough road to travel. Have you decided who at your company will be the internal project manager for the implementation? Does this person have managements full support? Do they have time to dedicate to this project? If not, in what ways would the implementation suffer and how can you alleviate this? Are they clear on their goals? Do you have a project plan?Answering these questions will help to see if you are prepared to begin the implementation.
- Will CRM software increase your sales? Will CRM software make a bad salesperson a good salesperson? Will CRM software improve your brand? Probably not to any of these. However, it’s a tool, and if used wisely, it can help…. Understand that CRM software can help you to be more effective in organizing your daily schedule, measuring results and knowing your customers.
- Do not attempt to implement every feature in the software right away. In general, a phased approach is a more common tactic to achieve success. Have a specific list of “key success factors” and then focus on those specific features that will help you achieve that success. We know that many people are uncomfortable with change, so introducing them to new processes gradually, and showing them how it can benefit their work directly, can help. Also, be careful with asking for too many customizations right away. This can drag the project on and on, possibly over budget, and make success more difficult.Go back to your “Big 3 List” we talked about earlier. Only add features initially that will support the 3.
- Insufficient training and support delivered during key periods can bury a project. User adoption rates drop off for a number of reasons, but two rank high on the list - lack of training and support prior to and post implementation. Sometimes this occurs not because the training and support are absent, but because it is not provided in the appropriate format. A remote sales force, for example, may not be able to rely on in-house personnel for remote support.We’ve seen this one a lot. In order to cut the budget of the project, management decides that their users can “learn it on their own”. This is bad for a few reasons – the users aren’t trained AND the users don’t feel supported. Unsupported users are the quickest way to derail a project.
- This may be the most common reason across all organizations. All employees must believe in the CRM strategy and the supporting program and software. They must be educated in order to buy-in to the CRM implementation. Again, they have to understand how it helps them. And, also, the most important factor in getting user adoption is the degree to which upper management supports and mandates the software implementation. Significant communication and POSITIVE communication from management is critical in this area.
- Another reason for poor user buy-in is incorrect, incomplete or bogus data. Marketing cannot direct concerted successful campaigns if prospect information is inaccurate. The same holds true for both the Sales and Service divisions, and, indeed, in these lines of business, flawed records can bring operations to a complete halt, ensuring failure. Make sure data is converted accurately and completely before turning on the switch. Or, if not, make sure there is plenty of communication with staff about what’s happening.
- Besides user adoption rates, the two other important gauges of a successful CRM implementation are budget and cost overruns. Both of these are simple, quantitative evaluations easily measured by objective analysis. If a project was supposed to be completed within six months, but actually took in excess of a year, users will view it as unsuccessful and become reluctant to associate with the project. Make sure you’re prepared for changes and how you’ll be handling them.
- An unstable or insecure hardware and network platform is likely to challenge system integrity. This can be especially critical for hosted solutions where internet connectivity may be spotty or poor performing. Make sure you have a fast, reliable internet connection before implementing hosted software.
- Sometimes, organizations choose a particular CRM because it’s “popular” or one staff member used it at another company, or maybe your neighbors brothers company uses it. The point is, If the software itself isn’t flexible enough to handle changes in business processes or can’t support the number of users, the project can fail as well.