Avoiding CRM Failure

Unfortunately, CRM is all too synonymous with failure! A failed CRM implementation can typically be traced back to any combination of the following mistakes.

5 Common Mistakes that lead to CRM Failure:

A CRM system must provide value to your sales team. If they view the system as a data entry tool and it provides no immediate value, they will not use the system and the implementation will fail.
Before implementing a CRM software solution, you need to define your CRM strategy. What are the business processes that impact your customer relationships and how can you use software to manage those touch points?
What are your goals for your CRM implementation? What do you define as success? What is your timeline for determining if the project is successful? Without a plan, your implementation is destined to fail.
While IT plays an important role in a CRM implementation, they should not have the lead role. A successful CRM implementation is led by someone within your organization who is familiar with your customer relationship management strategy, such as a sales or marketing leader.
Implementing software applications that are unable to communicate with each other creates islands of data, which diminishes effective communication and reduces efficiencies with your organization. Your goal should be to centralize customer data, not to compartmentalize it.


A large percent of CRM projects fail each year, leading people to believe that success in a Customer Relationship Management software implementation is unattainable. At Tour de Force, we have a 98% customer retention rate, proving that success is attainable.

A successful CRM implementation can generate substantial returns. Payback within months and Return on Investment (ROI) of more than 100% is by no means impossible.  This cannot be accomplished, however, in an implementation that focuses on a set of generic best practices, or with a system that cannot be configured to match your specific business processes.