Express Version

  • Whether you have inherited a failing CRM project or it's your own project that's failing, start by conducting a candid assessment of the situation to determine if the project is worth saving. The assessment process is similar to a post-mortem for a completed project. Carefully evaluate the three P's (people, process, and politics) that are usually the causes of project problems, as well as the tool, which is almost always blamed but is only infrequently the root cause of the problem.
  • To be salvageable, a project needs a credible and engaged executive sponsor, even more so than other CRM projects, and a tool with a reasonable fit. Everything else can be overcome, but don't bother with a salvage effort if you don't have those two prerequisites.
  • Make changes in people, processes, and politics as required and define a new project plan and budget for the project, simplifying the project as much as you can. When you gain approval for the new plan and budget, restart the project at a logical starting point following the same implementation process you would use for any other CRM process.
  • With a salvaged project, pay particular attention to morale and communication within the project team and with the users, as well as careful project management.