Issues With CRM Implementation

Change may always be constant and it will not always translate to a smooth transition.

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There are many types and variants of customer relationship management (CRM) software. For each company, customization of the CRM according to their business needs is necessary to reap all possible benefits. Proper implementation is key to the effectiveness of any system you plan to use.


With customization, problems may also arise. Before getting a CRM technology up and running, there are critical implementation issues that need to be addressed. The following are some of the common CRM implementation difficulties that can be encountered by companies both big and small.



  • There is no upper management support.

This usually happens when the CRM initiative is within the IT department alone or with an isolated unit. When the IT department is not consulted, companies will experience a lack of technical support and the same can be true for other departments who are not able to give their input.


The buy-in from upper management makes acquisition of the CRM software/service and any hardware requirement much easier. The support of the IT department is also essential, as their expertise is crucial for assisting the proper implementation and any data migration required.



  • No infrastructure.

Modern CRM tools can be implemented with various devices on many levels. If these devices are not an existing part of the company infrastructure, the CRM system cannot be implemented before the hardware is set up. CRM tools may be compatible with many devices but in the end, they require a hardware component in order to be used at all.



  • No clear scope or requirement specifications.

Before the implementation of any IT project, a study on the requirements should be conducted. Research will let decision makers know what their needs are and what features a tool should have to address these particular demands. Without a specific list of requirements, it will be difficult to find the right tool to fit your business’ needs.



  • There is inadequate data.

There is Inadequate Data

A lack of customer data would throw the implementation schedule off until information has been gathered and formatted for the CRM. Your CRM software is about data flowing through a system. Without the prior data, measuring how well the tool fits in with business processes would be near impossible.



  • Resistance to change.

This is common in almost all organizations. There will always be opposition against the integration of new technology. It is natural for people to be afraid of change, especially when everything seemed to be going just fine beforehand. There are a lot of reasons there may be resistance to change and a lack of communication is usually the culprit.



  • Need to map the data process.

Business procedures have to be documented and audited prior to implementing a CRM. If there’s no process map, the CRM tool will have further delays or even fail to succeed because roles are not clearly defined. The data flow cannot be understood clearly without proper instruction. In short, computerization would occur but without any benefits of automation.



  • Defining the metrics.

Key performance indicators (KPIs) for frontline personnel should exist. Otherwise, there’s no point in comparison between the before and after project implementation. If the CRM tool isn’t configured to capture the appropriate data upfront, processes will


In terms of issues in implementing a CRM solution, there isn’t much difference between a large enterprise and a small company. The scale will differ but the same problems and challenges will exist in varying degrees. Having a clear path to implementation is not always the case. Ironing out these issues during the initial discussions and pre-sales stage will make implementation and future use more effective, both short and long term.


Find out more about CRM implementation best practices by downloading our comprehensive guide today!