Adoption vs. Scope Creep: Which is to Blame for More Stalled CRM Rollouts?

We preach a lot about the importance of championing the CRM system to all of our customers. Without a lot of top-to-bottom and bottom-to-top support of a CRM system, and all of the enabling technologies in between – it is easy for a CRM deployment to get off track.

But – what about the opposite? What happens when there is so much excitement and sharing of vision around a CRM rollout that the focus on solving core business issues is blurred?

Scope creep can be just as large a derailleur of CRM initiatives as lack of use, I would argue (for some strong tactics of avoiding scope creep, check here). One of the mantras we try to put out there is, “Just because you can do it, should you?” This is especially true with a system like Sugar. I mean, you can do a lot of customizations, integrations, create brand new applications using Module Builder – all for very little cost and in little time. But should you? Be sure the business case defines the proper solution before you go running to the Sugar Studio to make changes to your system that may have repercussions among the user base.

One of the great benefits of the Sugar offering these days is that you are not limited to an either/or scenario between On-Demand or On Site deployments. So, it is very possible to begin with an On-Demand roll out – with some basic quick wins and driving adoption among users…and then years down the road – if the business need so dictates – moving that deployment on to your own servers for more complex customization or integrations.

By sticking to quick wins on the technology side, and championing the system from all angles to insure adoption – you’ll have two thirds of the largest CRM barriers to success neatly handled.

One thought on “Adoption vs. Scope Creep: Which is to Blame for More Stalled CRM Rollouts?

  1. Good point Martin. At Lampada, we love the clients who want to do everything imaginable with their SugarCRM system, but we encourage to start slowly and deploy early.

    In addition to the risk of getting lost in never-ending scope creep, complex projects risk losing the attention of key stakeholders when they take a long time to deliver to the end-users.

    Everyone is excited at the kickoff in February. Ideally, there should be a working system by March, rather than July.

    The SFA features can usually be delivered very quickly. Integration typically takes time, even using tools like Talend that greatly simplify the technical issues. There are organizational, data security, networking and other details that make integration a slow process.

    It’s often important to deliver the SFA with some workaround instead of full integration to get the CRM project rolling towards inevitability.

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