Top 10 Most Common Reasons Why CRM Software Implementations Fail

1. There is no CRM Strategy in place

Customer Centric processes have not been defined or implemented. Nobody seems to know what is the strategic reason for implementing the new software system.

2. Users do not accept the system

They are reluctant to change their way of working and not willing to share data. Often they don’t understand the benefits of using the system, for themselves, the organization they work for and for their customers.

3. No role for CRM in the corporate information architecture

The CRM system is not considered to be a part of the overall corporate information infrastructure, neither as a source system for certain data elements.

4. The CRM system does not support operational processes

The system is just meant to manage relation while operational customer focused processes like sales, lead generation, marketing, event management and customer service are not support by the system. How do you then manage a relationship? By looking at the address data all day long?

5. The software implementation is considered to be a technology project

While all focus goes to the technology, nobody thinks about organizational and change management aspects. Training is considered luxury and communication regarded overhead.

6. Scope creep and over customization

More is not always better. Stick to a limited scope and try and stick to the standard as much as possible.

7. Bad or Duplicate Data

Like a bar is as good as its visitors, a database is as good as the variety of the data it contains. The best ways to keep data up to date is to connect to current on demand services and to make sure responsibilities for keeping the data up to date are clearly appointed.

8. No integrations to other systems

In most cases not all customer data lives in the CRM system. To be able to provide a full 360 degree view on the profile, behavior, and interaction history the customer establishing integrations to other (back-office) systems is crucial.

9. Success is not defined

To avoid keeping on spending money on changes to the system, it is important that measurable success factors are clearly defined prior to the project start.

10. No one is responsible

Not having defined a responsible owner of the CRM system is setting up for failure.

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