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You thought you did everything right. You spent weeks, maybe even months researching CRM systems and picked out what you thought was the best system for your company. You launched this new system with all the hope in the world that it would go smoothly and all of your users would absolutely love it and comprehend how to use it effectively. But try as you might, it failed. WHY? Why did it fail after you put in all that hard work?

Listed below are 5 common mistakes made when implementing a new CRM system:

  1. The CRM failed to provide immediate value to the sales force.
    A CRM system must provide value to your sales team. If they view the system as a data entry tool that provides no immediate value, they will not use the system, causing the implementation to fail.
  2. You failed to identify all of the business processes that impact customer relationships.
    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?
  3. Your users could not identify clear goals to accomplish or definable metrics for success.
    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.
  4. You unknowingly let your IT department take the lead on the CRM project.
    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.
  5. Failing to build a customer data integration strategy.
    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 fails 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.


At Tour de Force, our CRM/BI system is everything you need it to be. We have strict implementation programs in place and a success team to help you every step of the way. And once you’re up and running we won’t stop holding your hand. We will be there through it all. Join us for one of our webinars to learn how Tour de Force can be the CRM/BI system you’ve longed for, or click here to read more on how to build a successful CRM strategy.

Cassandra Evans

Cassandra Evans is a Digital Marketing Specialist at Tour de Force, Inc. Cassandra is a graduate from the University of Toledo and has been with Tour de Force, Inc. since 2016.

By: Cassandra Evans



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