Written by: Clate Mask
However, a CRM tool is only as good as its implementation, and for first-time CRM projects, there are potential pitfalls along the way. The following are the mistakes that can sabotage your CRM, and guidance on how to avoid them.
Without having someone explicitly own the project, you are likely to see a diffusion of responsibility effect. This is a phenomenon when people are less inclined to take responsibility for action when others are present. There should always be someone in charge. Ideally, someone who understands the sales and servicing process so they can map those processes to the tool.