Why CRM Implementations Fail

CRM implementation failure rates hover around 50%. Half of all CRM projects don't meet their objectives. This dysfunction isn't inevitable—it's the result of predictable mistakes.

Mistake #1: Technology-First Thinking

Companies buy Salesforce or HubSpot and expect the tool to fix broken sales processes. It won't. CRM amplifies your existing processes. If those processes are broken, you get expensive automation of dysfunction.

Mistake #2: Underestimating Change Management

Salespeople don't naturally want to log activities in systems. Getting adoption requires understanding what's in it for them, removing friction wherever possible, and having leadership model the behavior.

Mistake #3: Over-Customization

Every custom field is maintenance burden. Every automation is potential point of failure. Start with the simplest possible implementation, prove value, then add complexity only where clearly needed.

Mistake #4: Data Quality Neglect

A CRM full of bad data is worse than no CRM. Budget time and resources for initial data cleaning and ongoing data hygiene. Garbage in, garbage out remains true.

What Success Looks Like

Clear process design before tool selection. Executive sponsorship that's visible and ongoing. Phased rollout with feedback loops. Metrics that track adoption, not just deployment.