CRM software has established itself as the biggest software market in the world and progress doesn’t look like it’s decelerating anytime soon. In fact, it has been expected that CRM is going to be an $80 billion giant in terms of revenue by 2025.
Accessibility and its outrageous reach have been termed as the key factors behind the growth of CRM. Everybody wants access to customer data in real-time, with mobile and cloud solutions topping the list.
It’s hard to believe that something as prolific as CRM can go wrong. However, even after adding so much to the business with ease, CRM implementation requires exclusive care or it may backfire.
It’s not a secret anymore that implementing an enterprise application is a risk, and CRM systems are no exception.
Why have we reached a point where the discussion on failures of Salesforce implementation has become important? Primarily, being too confident can be held responsible for this.
It has been observed so many times that whenever the mind says “nothing could go wrong”, that’s exactly where all the wonderful things tend to fall apart.
Let’s dig into some important factors that get ignored unintentionally or otherwise which result in the collapse of Salesforce implementation.
Not Involving the End-Users in Early Stages
Avoiding end-users in the early stages of Salesforce CRM launch has been regarded as the best practice. This is an extremely erroneous way of looking at things. It has been observed that at least 33/100 projects fail when end-users are not involved in the early stages.
If examined differently, the primary task of a CRM tool is managing a relationship with the end-user, so if you’ll overlook the target in the beginning, it is bound to fail.
Frequent Changes in Scope and Requirements
Any CRM implementation starts with defining the scope and understanding business requirements. If there are confusions in either of them, implementation becomes difficult. These situations are encountered especially when business owners are unclear about their objectives.
It is highly recommended to allocate a Project Manager for Salesforce implementation alone. His only job should be taking care of all Salesforce implementations, especially when there are regularly unavoidable changes in project scope and business requirements.
Fear of Agile
Gone are those days when Agile Methodology was considered as a very complex and troublesome idea to implement. It has been time and again seen how easily Agile implementation is benefiting businesses. Agile is most lucrative when the requirements are changing every now and then. It allows sprint by sprint or module by module implementation which will not impact the entire process, even when the changes are frequent and rigorous.
Data is the most important entity and processing correct data to the user is an absolute must. It’s easier said than done though. Feeding users with crisp and significant data must be the topmost priority and there should be no compromise on that whatsoever.
Focus more on Visualization
Providing the user with the right kind of data solves only one-half of presentation related problems. The other half is presenting the user with interactive visualizations and business intelligence capabilities. The objective behind focusing on visualization is dealing with complex data in the backend and providing an interface to present easily understandable data.
Choosing and Implementing CRM is a complex and risky process but it’s definitely worth going for. If your goals are clear and you are following the implementation techniques discussed in this article, you are more likely to see a return on your investment. How do you know if your CRM implementation is working for you? One great sign is when your user starts visiting the application every day.