Rescuing a Failing Microsoft Dynamics 365/CRM Project
Microsoft Dynamics CRM is one of the most powerful tools for managing customer relations and data, but it can often be challenging to set up correctly. CRM can be tricky to implement, but it’s worth the effort. CRM will lead to better productivity and reporting insights that translate into higher customer satisfaction and increased revenue when done right. When done poorly, you’ll have thrown away the investment. All CRM experts are not Microsoft dynamics 365 implementation or configuration experts.
Many CRM projects fall short of expectations, but it doesn’t have to be this way. That is why you need Microsoft dynamics 365 service experts to make the most out of your next Microsoft Dynamics 365/CRM project. Broadly, there are lots of barriers to CRM success. As a business owner, it is your part to reduce these risks effectively. Read the content to learn more about why many CRM projects fail and how you can avoid these pitfalls.
Avoiding common pitfalls
Lack of research
Is your company in need of a CRM? It is always exciting to go with a familiar solution by employing a CRM product that you have previously worked with. But what worked successfully in the past might not be so effective in another industry or within an environment with different challenges and business needs.
When choosing a new CRM, think about: Who will use the system? What data needs to be tracked? How does it integrate with other apps you use? What kind of reporting will you need? Take these requirements into account when making your shortlist and avoid choosing a system that won’t fit your purpose.
Too many complexities
If you’ve ever started a large project, you know how hard it is to get it off the ground. Prioritize your most immediate requirements and determine what level of investment is available to achieve your expectations. Also, consider rolling out a new solution to one or two teams on a smaller scale before going all-in.
By prioritizing your project carefully, you can focus on the teams and processes where your new CRM app will have the most significant impact — and where it’ll have the highest adoption rate.
Streamlined projects can be more easily budgeted and get underway quickly with a manageable initial phase. This will help generate early results that instill confidence and build businesses a solid foundation. Starting with an overly complex interface creates a primary barrier to adoption. Instead, start with a simple role-based interface that reflects only the features that individual user groups need.
One of the most important things for your CRM project is to get executive support and buy-in. Microsoft dynamics 365 implementation experts can help you conveniently solve all complexities.
Lack of executive support
Both management teams and business owners have the most to benefit from CRM success via better process efficiencies, reporting, and increased customer retention. Consequently, they should be noticeably on-board and responsible while making a case for CRM investment.
Nothing can derail an enterprise CRM project like an executive who pushes for the system in the early days but then doesn’t back the project team in delivering their vision or using the technology themselves. If a new CRM system is to be ingrained into the business culture, leaders must be committed and conspicuous users.
During the project design process, some requirements may conflict due to delays and increased costs. Sometimes, difficult decisions matter the most, and senior managers should take decisions with accountability.
CRM projects run by IT
When it comes to CRM, leadership teams should be the main stakeholders. CRM is driven by improving customer service, sales, and marketing processes. All service, sales, and marketing leaders have the most to gain from these improvements and should be included as the primary stakeholders responsible for steering these projects.
Teams expected to use CRM technology should be involved in the planning process from the start. If IT is left to drive a CRM project alone, it will fail.
While IT teams are crucial, their role is to ensure that systems are fit for purpose, which means they need to understand business requirements before any decisions are made about which technology and vendor to choose. Getting input from these other groups and departments will help ensure that your investment in a new system delivers lasting value and gives you the best chance of success.
An integrated Customer Relationship Management (CRM) system provides a single location to activate connected processes across multiple channels, which often span email marketing, finance, and websites.
A CRM project won’t fully deliver if it fails to account for data and process integration problems. Consequently, these projects don’t tackle unconnected systems and the inefficiencies they create through duplication of effort, lack of scale, and manual reporting.
When considering what systems your business users interact with daily, think about how they should interface with a new CRM system or if they could be replaced with a suitable alternative.
A single data source or several lacking a big picture view creates more data silos and missed opportunities. Map out the information flows to its processes from CRM. Visualizing these flows allows users to highlight where blockages occur and where integration can automate processes.
You’re ready to launch, but make sure that the new system is usable before you do. Once you have a working system, begin a beta test with users — not just IT team members — before they ‘go live. That way, if screens aren’t transparent, if required data input fields are missing, or process flows aren’t consistent with their methodology — they can tell you early on what needs to be looked at again to make the system usable for them.
If you skip this step and implement anyway — even after a round of in-house testing — it’s likely that when users finally get their hands on the system, they’ll find it so unusable that there will be no quick fix for it. That means that you’ll lose productivity for a lot longer — and spend a lot more money — than if you had done a little more due diligence upfront. So before you consider your project “done,” get some real-world testers in there first to make sure everything is as good as it could be.
Poor data quality
The quality of the data in your CRM system is questionable? Implementing a new technology won’t change anything. An essential step before any data migration is to clean up the old data thoroughly.
Undoubtedly this will reveal actions to deal with scenarios such as data duplication, missing field entries, and outdated data. If unchecked, dirty data will prove costly.
Professional Microsoft Dynamics consultants possess the right experience and knowledge that helps you quickly rescue a failing Microsoft Dynamics 365 or CRM project and put them on the path to success. They allow you to get the best business solutions through a safe and hassle-free Microsoft Dynamics 365 implementation and Microsoft Dynamics CRM configuration service.