Why CRM Implementations Fail (and How to Get Them Right)

A CRM sits at the heart of a business, it’s the engine running the car. Getting your CRM set up correctly is the very first step towards building a scalable, efficient operation.

But it’s more than just software. A CRM is the system your team lives in every day: Sales, Marketing, Customer Service, Project Management, and beyond. When implemented well, platforms like Salesforce connect these functions, streamline processes, and create visibility across the business.

So where do CRM implementations go wrong?

...Often, right at the very first stage.

We’ve seen it many times: after a short 30-minute discovery call, the expectation is a fully tailored demo, one that somehow reflects unique processes, includes smart automations, and integrates seamlessly with existing systems. The reality? Without enough upfront time invested, you get a generic demo and, later, a generic setup. And that’s where value gets lost.

The truth is simple: if you don’t invest in uncovering where the real value lies, you won’t see it in your implementation.

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How to get your CRM implementation right

When you’re evaluating any CRM (including Salesforce), we recommend following a structured process:

Step 1: Define your business objectives.

Clarify what success looks like for leadership and for each team that will use the system.

Step 2: Map out your processes.

Document how work actually gets done... not just the “official” process.

Step 3: Capture nuances.

Talk to people at different levels. Often, there are workarounds and exceptions that leadership doesn’t know about.

Step 4: Review your tech stack.

Understand what needs to integrate and what can be retired.

Step 5: Shape the ideal scenario.

With objectives, processes, and nuances in hand, you can design demos and solutions that show real, immediate value.

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Why This Matters

This process allows your implementation partner to fully understand your business objectives, processes, nuances, tech stack, and ideal future state. With that insight, they can demo and deliver solutions that actually fit your organisation,

not a one-size-fits-all system.

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A Real Example

Management tells us: “We follow this sales process for all opportunities.”

Then, in a workshop, a salesperson shows us a “day in the life” and handles one opportunity differently.

When asked why, they explain: “The system doesn’t allow us to do XYZ, so we work around it outside the CRM for these cases.”

That’s a nuance leadership wasn’t aware of, but it’s exactly the type of insight that, when captured early, makes the new setup more valuable: giving better control, visibility, and reporting.

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Ready to Evaluate a New CRM?

Getting the setup right from day one is critical. If you’d like professional support to evaluate and implement Salesforce or another CRM, we’d love to help.

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