CRM implementation projects are complex and riddled with landmines that can cause significant issues or even failure. In 2001 Gartner published one of the first studies examining failure rates of CRM initiatives, they found that 47% of projects failed or failed to meet expectations.
Over the last decade and a half failure rates have not decreased substantially. We have discovered, and most industry analysts agree, that there are a limited number of core reasons for CRM project failure. The reasons change a bit from enterprise to SMB and slightly by industry but all stem from the same high-level reasons. In a lot of cases, the failure can be attributed to the typical CRM project lifecycle.
Typical lifecycle of a CRM project
Many businesses retain a Microsoft partner or consultant to help with the implementation. A budget is set for the project but often it does not reflect the true effort needed to successfully implement a complex solution like CRM. It is also common that the Microsoft partner/consultant basis their estimate on a time & materials basis, this creates a significant risk to the company as it bears the cost for any inaccurate estimates or “scope creep”.
Implementation begins and often times, very quickly, necessary items are discovered that are not accounted for in the estimate. The choices are to increase the budget to cover the additional necessary items or to forego these items (and the associated value).
At the end of the implementation, the Microsoft partner/consultants role is typically scaled back to a reactive support role. The most common support models offered by partners/consultants are hourly time & materials based support or a fixed-cost support agreement for “break/fix” support. Many businesses that implement a CRM solution do not have the internal resources or bandwidth to adequately support & maintain the solution. The business may not at this point be realizing the expected value of the solution (in some cases because those additional items discussed above were left out) and will not provide additional funding to enhance the solution.
Unless you have a dedicated CRM administrator and champion on staff, a “break/fix” type support contract will not provide the necessary level of service to maintain the solution. During design/planning for the implementation, it is impossible to capture all the necessary configuration/customizations that will be necessary to achieve success. Most often these items are discovered after testing and/or go-live. The problem is at this point there is no budget to further enhance the solution.
Even if the company does have a dedicated CRM administrator and champion on staff they most often cannot cover the entire solution. There are many layers of technology to a CRM solution, it is virtually impossible for a single resource to possess all the necessary skill sets to support the entire solution.
This is a “rock and hard-place” situation. The company will not provide any more funding for the CRM project as they are not realizing the expected value. The CRM solution will become static and not be enhanced thus the expected value may never be achieved.
Finally, critical items needed for success never make the radar. These items include ongoing user adoption monitoring/management, ongoing solution road mapping, management & executive engagement etc.
With collectively over 60 years of experience helping businesses achieve success, we wanted to develop a service that reduces risk, mitigates the failure points and helps assure success with Microsoft Dynamics CRM/365. Total Solution Management is a managed service specifically for Dynamics CRM/365. It is designed to solve the typical challenges that lead to failure in CRM projects. Our service is fixed cost providing a predictable budgeted expense, includes unlimited “break/fix” support, provides ongoing enhancement services, user adoption monitoring & management, training, ongoing road mapping and more. With Total Solution Management, you are gaining an entire team of highly experienced professionals in all areas of Dynamics CRM/365 to support and maintain your solution. No on-staff CRM resources are required however if you do have a CRM administrator/champion on staff we work closely with them and become their team.
NO COST REVIEW OF YOUR SYSTEM
We offer a no-cost review of your CRM implementation. During this collaborative session, we revisit the goals and objectives of the project, determine what’s working and not, do a technical level review of your Microsoft CRM/365 system and educate your team on how to get more out of your investment.
The outcome of this session is a written report summarizing the current state of the system, desired future state, a road-map on how to achieve future state and any technical level issues we identify.
We are so confident that our Total Solution Management service will provide great value to your organization that we require NO upfront term commitment. We welcome the opportunity to discuss our service with you.
Contact Us for more information or to schedule your no-cost system review.