D365 Hidden Costs Series #2 - Low CRM Adoption
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This video highlights a hidden cost in CRM programmes: low user adoption after implementation. Despite training, teams slip back to Excel and personal notes when trust erodes, as they encounter poor or duplicate data, such as a sales rep finding three versions of the same contact and risking an awkward call with a customer.
The guidance is to start with the data first. Lead a partner-led data conversation, apply ongoing data hygiene and deduplication, and recognise that duplicates often come from external marketing automation or from misalignment between ERP and CRM. Keep sales motivated by ensuring the CRM reliably feeds ERP and marketing, restoring trust and everyday use.
