Why Improved User Friendliness Doesn’t Translate Into Easier Implementation for Microsoft Dynamics CRM

Microsoft Dynamics CRM is a wonderful application, but occasionally, Dynamics CRM projects fail. In my experience, there are three primary causes for a CRM implementation to fail:

1. Inappropriate requirements. The key to Dynamics CRM implementation success is to develop the right business requirements. I have seen many projects where the requirements were changed, and then changed some more, and then changed again. Dynamics CRM is a very flexible application, and changes can be applied quickly, but the odds of a project failing increase as more changes are built in to the requirements.

The foundation of a good working Dynamics CRM application is the blue print, the business requirements. The process of developing the business requirements is commonly divided into defining which business processes should be supported and then identifying the right solution.

2. A lack of support by the business. Who drives the development of business requirements? This is a key question. Too often, Dynamics CRM projects/initiatives are driven by the IT department. Of course, IT people are not using the system. Other departments like marketing, manufacturing, and, of course, sales, work daily with the CRM application. These key end users need to be involved as early as possible in the process to ensure adoption of the application.

An external CRM business analyst can help in translating the various user needs into formal requirements for the CRM application. The main goal of this external representative is to keep the requirements up-to-date and keep the right people involved and motivated during the project.

3. An underestimation of the complexity of Dynamics CRM. The product is becoming more mature and the options are increasing. At this time, we tend to use the term xRM (see my ...