CRM A to Z Blog 1

In order to have a good CRM experience in the present, it’s important that you address and realize what held you back in the past.

Some of the most common reasons CRM projects fail include these complaints:

  • “My sales team never used it.”
  • “These things are so hard to use.”
  • “We spent all of this money and what did we get?!”
  • “What good is it if I can’t get data out of it?”
  • “We gave sales everything they wanted and now it’s too complicated.”
  • “Marketing and sales have totally different expectations of the system.”

Do any of these sound familiar? Before you implement a CRM solution with your new team, you must address these common CRM complaints to help clear the air and steer your CRM project ship in the right direction.

When a CRM project fails, it’s often a result of the following:

  • Expectations aren’t met or made clear from the start of a CRM project.
  • True pain points are never made visible.
  • There is a lack of executive sponsorship.
  • The system is overly complex.
  • There is a lack of consideration, customer outreach, and feedback.
  • There is no ongoing training, support, or governance.
  • Only one person really knows CRM and leaves the company.

All of these painpoints happen to a variety of businesses across industry sectors.

When CRM projects fail to meet user expectations, users fail to adopt the system. When insight into possible hurdles is not transparent, users enter the system blindly and often feel lost or overwhelmed. When leadership doesn’t support CRM, users have no reason to support it either.

Luckily, there are ways to remedy this and prevent CRM project failure from occuring all together!


Even if you are already using CRM, it’s good to understand the upcoming challenges you may face as a team.

These may also be reasons you’ve yet to deploy a CRM or partner with a CRM consulting firm to help you.

Don’t focus on what potential failures you may encounter, though, but the benefits you will gain from a successful CRM project. Focus on how you can prevent failures from the beginning of your technological journey. Learn to plan and prepare so that your team can perform at their highest.

As you plan, prepare, and perform, you should achieve these sub-tasks:

  • Get input from cross-functional groups to build a consensus and account for all roles and responsibilities during the design phase of your CRM project
  • Gain executive sponsorship to show the importance of CRM to your users
  • Define true problems you may encounter and set expectations so that users enter your CRM space with clarity
  • Listen to what your users and customers are asking for so that your CRM technology can reflect internal and external needs
  • Keep your CRM system simple
  • Define your goals and measurable success metrics so that you can work with your CRM partner and team to ensure your CRM system is working in the right way

Once you address these pain points and sub-tasks, you are ready to continue your journey with a CRM implementation.

Get more tips like this from Ledgeview’s new eBook, “CRM from A-Z.” Inside, our experts share the insights they’ve gathered over their long careers and the company’s history working with a variety of clients about what really makes a CRM project shine in today’s marketplace.

Download your complimentary copy here.


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