10 Ways CRM Implementations Fail - Avoiding Mistakes With 30 Recommendations
10 Ways CRM Implementations Fail - Avoiding Mistakes With 30 Recommendations
¿Por Qué Fallan las Implementaciones de CRM? 10 razones y 30 recomendaciones. Este episodio de Conversaciones de CRM fue creado usando Google NotebookLM y Descript a base de este artículo en el blog de Solvis Consulting: https://www.solvisconsulting.com/blogs/post/Por-Qu%C3%A9-Fallan-las-Implementaciones-de-CRM-10-razones-y-30-recomendaciones#gsc.tab=0
En las últimas semanas, había estado enfermo con un virus de respiratorio, lo cual no pude grabar ningún episodio del #podcastdecrm por lo cual acudí a usar Google NotebookLM y Descript.
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Transcript
welcome to the Deep dive today we're going to tackle something um well it's a challenge a lot of businesses face yeah
how to make CRM implementations actually work yeah it's uh definitely an issue you shared an article by uh sh Hoyos sh
hoos yeah from his podcast convers ho which we'll Link in the
description and it breaks down 10 common reasons why these projects they just go off the rails yeah it's surprisingly
common you know CRM systems can be game changers when they're done raid but the the failure rates like they're
alarmingly high uh that's why we're here to really unpack these pitfalls and more
importantly those 30 solutions that Jesus hoyo outlines uh to set you up for Success 30 Solutions yeah that's a lot
to cover but I guess it shows how multifaceted this challenge can be right before we dive into the specifics though
I'm curious about the big picture the article mentions that somewhere between 30 and 63% of CRM implementations they
just fail yeah why are those numbers so high what's going on there well it's it's rarely just one single thing it's
almost like like a domino effect right one misstep can trigger like a chain reaction leading to a full-blown failure
often It's a combination of strategy process people Tech and data like all working against each other it's kind of
like a recipe gone wrong even if you have all the right ingredients if you use the wrong proportions or just miss a
step well disaster so it's not just about buying the fanciest CRM software and calling it a day it's about you know
having a solid plan and understanding those potential pitfalls right speaking of pitfalls let's jump into that first
one uh lack of a clear CRM strategy yeah what is that look like in practice and
why is it so detrimental well imagine uh imagine setting off on a road trip without a destination in mind you might
end up somewhere but you know it's it's unlikely to be where you actually wanted
to go similarly a CRM system without a clear strategy is like a ship without a Rudder right you might be collecting
data going through the motion but are you actually hitting those business goals that's where you know defining
specific and measurable objectives come in not just vague hopes like oh we want
to improve customer satisfaction no tangible goals like we will increase our net promoter score by 10 points this
quarter it's all about Clarity focus and having a way to track whether your CRM efforts are actually making a difference
I like that specific measurable goals not just feeling good it's about seeing tangible results but even with those
clear objectives how do you make sure that your CRM strategy actually aligns with your overall business goals yeah
it's it's easy to get caught up in the tech itself and lose sight of of the bigger picture right yeah that's where
alignment comes in making sure that your CRM efforts are supporting you know your
company's broader objectives so let's say your business is focusing on expanding into new markets right well
your CRM system should be set up to support that effort helping you manage and track leads analyze Market data and
tailor your communication to those new audiences it's about integration making sure your CRM isn't silid off but but a valuable
tool that drives your overall business strategy sounds like this first reason lack of a clear CRM strategy is all
about laying that solid foundation before even thinking about the tech itself but what happens if you know you
have a strategy in place you know where you're going but then the processes themselves become a roadblock yeah the
article highlights deficient or poorly designed processes as the second reason for failure what we talking about here
okay so think about taking a critical look at you know how you do things and making sure that your CRM system
supports those processes but but in a way that makes sense sometimes businesses try to force their existing
processes which might be outdated or inefficient into the CRM mold you know without considering if there's a better
way to do things it's like trying to fit a square peg in a round hole so not just automating the existing processes it's
optimizing them first exactly you want to streamline workflows identify mod neck and and look for opportunities to
eliminate unnecessary steps or automate you know those repetitive tasks think about it like decluttering your workpace
before starting a new project you want to create a clean and efficient environment where everything has its
place that's where process mapping comes in visually outlining your workflows to really pinpoint those areas for
improvement Okay so we've optimized our processes but how do we make sure everyone's on the same page especially
in larger organizations with multiple departments and teams keeping everyone aligned can be a real challenge
absolutely and that's why documentation is so important right you want to have like clearly documented processes
whether it's through flowcharts manuals or any method that you know works for your team this way everyone's clear on
how things should flow within that CRM system think of it like having a set of clear instructions for you know
assembling Furniture everyone knows exactly which piece goes where and how they fit together clear instructions I
like that analogy but even with optimiz processes and and that clear documentation things can still go wrong
yeah right people are involved and and with people well there's that inevitable resistance to change yeah the article it
lists inadequate change management as the third reason for CRM failure this
feels I don't know less about the tech itself and more about the human element you're right it's about recognizing that
implementing a new CRM system well it disrupts the status quo people are
creatures of habit and and even if the change is for the better there's often resistance uncertainty and and a fear of
the unknown you can have like the best tech the smoothest processes in the world but if your people aren't on board
well it's it's all for nothing so how do you get people you know excited about a new CRM system especially if they're
they're used to doing things a certain way it's not just telling them to adapt it's about getting them to embrace the change you got it one crucial solution
is fostering a culture of change you know within the this means clearly communicating the
benefits of the CRM system to you know all levels of the organization like what's in it for them how will this make
their lives easier will it help them achieve their goals or you know just improve their day-to-day work address those concerns headon and make sure
everyone understands why the change is happening you know and how it aligns with the company's Vision it's about
selling the change not just mandating it but even with clear communication and
and that buy in from leadership how do you involve the people who will actually be using the CRM system like on a daily
basis yeah they're the ones who are going to make or break this whole implementation absolutely that's where user involvement comes in right give
your team a voice in the design and testing phases of the CRM implementation ask for their feedback listen to their
concerns and and make them feel like they're like part of the solution not just you know subject to it when people
feel like they've been heard and their input is valued well they're much more likely to embrace the change that sense
of ownership it is powerful but even with the best intentions and user involvement what happens when the
training itself just falls short that's the next reason on our list lack of user training and adoption we've talked about
change management in general but this seems you know more specific to actually using the CRM system right it's one
thing to get people to accept like the idea of a new CRM system but it's another thing entirely to actually equip
them with the skills and knowledge they need to use it effectively think about it you wouldn't expect someone to drive a car without proper training right
right definitely not so what does effective CRM training look like how do you avoid you know that dreaded Des by
PowerPoint and make it engaging and relevant for the people who will be using it well it's about creating like a
comprehensive training plan that goes beyond just clicking through slides you need Hands-On practical training you
know using real world scenarios that are relevant to your team's roles let them let them get their hands dirty so to
speak and experience how the CRM can actually help them do their jobs better for example if you're training your
sales team use real customer data and walk them through like the process of creating a new lead tracking
interactions and and managing opportunities it has to be relatable yeah engaging but even with great
training how do you sustain that enthusiasm and make sure that you know the CRM system becomes an integral part
of of their workflow well that's where creating like CRM ambassadors within the company comes in right find those you
know enthusiastic early adopters love the system and can like help their colleagues you know get up to speed
peer-to-peer support can be super powerful because people are often more receptive to learning from someone they
trust and who who speaks their language think about think about like having a techsavvy friend who can patiently guide
you through like setting up a new smartphone I love that CRM cheerleaders but even with all these efforts what
happens when the CRM system itself is like drowning in bad data that brings us
to the next reason for failure poor data quality I have a feeling this is a big one oh it's a silent killer right your
CRM system is only as good as the data you feed it if you have you know duplicate records inaccurate info or
just incomplete data sets it's it's like trying to bake a cake with spoiled ingredients you know you might end up
with something but it's it's not going to be pretty and it's definitely not going to taste very good garbage in
garbage out as they say so how do you clean up that data mess what are some practical steps that that businesses can
take to make sure they're you know working with accurate and reliable information well it starts with
data governance right establishing clear standards for data entry cleansing and maintenance it's about creating a system
where everyone understands the importance of data quality and follows like the same rules think of it like
having a style guide for writers everyone knows how to format their work use consistent terminology and ensure
accuracy data governance it it might not sound glamorous but it is the foundation for making you know sound decisions and
avoiding costly mistakes but even with data governance in place how do you catch those sneaky errors that
inevitably slip through the cracks well that's where regular data audits come in before you even start using your CRM
system you need to thoroughly clean your existing data you got to eliminate duplicates and inaccuracies and then
it's about ongoing vigilance you know just like you wouldn't let your house get like cluttered and Dusty you need to
regularly audit and cleanse your data to prevent those issues from like creeping back in regular maintenance
it's essential for any system whether it's your house your car or your CRM but what about the tech itself we've talked
about strategy process and people but the tech itself can also be a source of of problems the article lists problems
with technology as the sixth reason for CRM failure what are some of those common Tech related pitfalls that
businesses should you know watch out for the biggest one is choosing the wrong tool for the job there are countless CR
M systems out there each with its own you know strengths and weaknesses it's crucial to pick one that meets your
specific needs and not just go for the one with like the flashiest features or the most aggressive sales pitch how do
you even begin to choose it's overwhelming well it starts with you know doing your research conduct a
thorough needs assessment get those key stakeholders involved in the selection process and and don't be afraid to ask
vendors for like demos or trial periods it's it's like test driving a car before you buy it you want to make sure it
handles well it meets your needs and it fits your budget try before you buy I like that but even if you choose the the
right CRM system what are some other like Tech related challenges that can that can derail the implementation yeah
one common Pitfall is a lack of integration we we touched on this earlier when we talked about data quality but it's worth you know
emphasizing again your CRM system needs to like play nice with your other systems whether it's your accounting
software your marketing automation platform or your your your e-commerce
platform otherwise you're just creating more more data silos and inefficiencies so solution number two prioritize that
integration from the get-go make sure that your chosen CRM can easily connect with your other you know critical
systems right but even with a with a well- integrated system I imagine things can still get get complicated oh
absolutely what are some other potential like Tech pitfalls to watch out for over customization right it can be tempting
to like tweak and customize your CR M system to perfectly match your every
whim but this can it can create a complex unwieldy beast that's that's difficult to maintain an update it's
like adding too many bells and whistles to your car you know it might look cool but all those extra features can make it
harder to drive and and more likely to break down so the third solution is resist the urge to over engineer things
stick to the core functionality of the CRM as much as possible and and only customize when it's absolutely necessary
keep it simple keep it user friendly exactly complexity is the enemy of efficiency okay we've covered a lot here
strategy process people and Tech but there's another critical element that
can make or break a CRM implementation and that's leadership the article lists
absence of a strong leader or sponsor as the seventh reason for failure yeah why
is why is strong leadership so important in in this context well it's about having someone you know who can really
Champion that CRM implementation advocate for for resources overcome those inevitable obstacles and and keep
the project aligned with the company's strategic goals without that strong leadership it's easy for the project to
lose momentum get bogged down in bureaucracy or just you know simply fall off the priority list so it's about
having like someone to steer the ship someone to keep everyone focused on the destination what are some practical
steps businesses can take to you know ensure they have the right leadership in place for for a successful CRM
implementation well first and foremost you got to assign an executive sponsor right find a leader within the
organization who has the authority the influence and and the passion to drive
that project forward this person should be a vocal advocate for that CRM system able to secure resources make tough
decisions and and keep the project on track someone who can like cut through the red tape and and get things done
right but even with a strong leader at the helm how do you make sure everyone involved in that CRM implementation yeah
you know knows their roles knows their responsib ilities it's it's easy for things to to fall through the cracks if
there's like confusion or a lack of accountability that's why it's so important to clearly Define those roles
and responsibilities right who is responsible for you know managing the
CRM system day-to-day who's responsible for training and support data quality and governance who is going to make sure
that system is meeting its objectives you need to have clear ownership and accountability to to avoid that
situation where everyone just assumes someone else is handling it everyone knows their role who to go to if they
have questions or need support exactly but even with clear roles and responsibilities communication is key
absolutely how do you ensure everyone involved in the CRM implementation is on the same page and that you know
information flows freely well you need to establish those regular communication channels right this could involve
setting up a steering committee that meets you know regularly to review progress address any challenges and just
make sure everyone's aligned on those goals and priorities it could also involve Reg email updates online forums
or even like informal check-in meetings just to make sure everyone feels connected and in the loop it's about
creating that sense of transparency and collaboration yeah but let's let's zoom out a bit we've talked about the CRM
system itself but but what about the broader ecosystem that it exists within the article lists poor management of the
CRM ecosystem as the eighth reason for failure what what even constitutes that
ecosystem and why is it so important to manage it you know effectively okay so think of it as all the other Tech and
tools that interact with your CRM right this could include your marketing automation platform your customer
service software your social media management tools your data analytics platforms anything that touches that
customer data or helps you manage those customer relationships sounds like this ecosystem can can get pretty complex oh
yeah what can go wrong here what are some some practical Solutions businesses can can Implement to to make sure
they're you know managing this ecosystem effectively one of the biggest challenges is is a lack of governance
right you need a framework in place to manage all these different Technologies make sure they're integrated properly
and prevent them from like becoming siloed without a clear governance model you risk creating a chaotic environment
where data is fragmented processes are inefficient and nobody really has a clear understanding of how everything
fits together think of it like trying to manage a City without traffic lights or zoning regul
it would be utter chaos exactly so solution number one Implement that robust governance model for your entire
CRM ecosystem but even with a solid governance structure in place what are what are some other challenges
businesses should be aware of when it comes to managing like this complex web of Technologies well one common Pitfall
is Tech overload right it can be so tempting to to adopt every shiny new tool that comes along but but it's
important to be strategic about those Tech choices do you really need that new social media listening tool or is it
just going to add you know complexity without adding a lot of value be selective prioritize what's truly
essential resist the urge to chase every shiny object but even with with carefully
curated selection of of tools how do you make sure everyone knows you know how to use them and and who's responsible for
what that's why defining clear roles and responsibilities for manage like each
piece of tech within that CRM eco system is so crucial right who's in charge of maintaining that marketing automation
platform who's responsible for data analytics who's the go-to person for the social media management tool you really
need to avoid a situation where nobody's really sure who's doing what and then things just fall through the cracks okay
we're down to the the last two reasons for CRM implementation failure and and I have a feeling these these next two
might be you know the most common and and the most frustrating the article it lists uh underestimating the time and
resources required as the ninth reason for failure I'm willing to bet almost everyone who's been involved in a
complex project well they' fallen into this trap oh why is it so difficult to to accurately estimate the time and
resources needed for for a successful CRM implementation well it's it's the classic case of optimism bias right we
we tend to underestimate the time and effort required for for complex tasks especially when we're like really
excited about those potential outcomes and CRM implementations they're they're deceptively complex involving a lot of
moving parts from from data migration and system configuration to to user training and process redesign it's it's
easy to focus on you know the big picture and and just Overlook those countless smaller tasks that that need
to be completed along the way so you're saying it's it's not a a quick fix it's a it's a long-term commitment that
requires you know careful planning and and realistic expectations yeah what's the first step businesses can take to to
avoid this underestimation Pitfall you got to set those realistic expectations from the outset right right don't don't
expect to see results overnight CRM implementations take time time to plan
Implement and and finetune be prepared to iterate adjust and and learn along
the way it's it's like training for a marathon you wouldn't expect to run 26.2 miles on your first day of training you
you need to gradually build up your endurance set realistic milestones and and celebrate those small winds along
the way patience is key but even with with those realistic expectations how do you you know sure you have the necessary
resources to see the project through to completion yeah it's easy to like run out of steam especially if you haven't
properly planned for the long haul you got it you got to allocate adequate resources from the beginning make sure you have the budget the personnel and
and the technical support you need to to make that CRM implementation a success don't don't try to do it on the cheap or
with a skeleton crew it's it's like building a house right you wouldn't try to do it with just a hammer and a
screwdriver you you need the right tools the materials and the expertise ke to to
create a solid lasting structure invest in success exactly don't cut corners but
even with those adequate resources and and those realistic expectations how do you how do you manage the the complexity
of a large scale CRM implementation it can it can feel so overwhelming especially for for smaller businesses or
or teams that don't have a lot of experience in this area well that's where considering like an agile approach
can be helpful instead of trying to do everything at once break down your implementation into like smaller
manageable phases this allows you to to get feedback along the way make adjustments as needed and and avoid
getting you know bogged down in a a massive overwhelming project think of it like like eating an elephant you you do
it one bite at a time okay we've reached the final reason for for CRM implementation failure and and I have a
feeling this one might be the most important of all okay the article lists failure to measure success and and
adjust strategies as as the 10th and final reason why why is it so important to to track progress measure results and
and be willing to adapt your approach along the way well it's it's like navigating a ship without a compass
right you you might be moving but are you moving in the right direction without a way to to track your progress
see what's working and and identify those areas for improvement well you're just Flying Blind you might be spending
you know time and money on your CRM system but are you actually getting any closer to those business goals that's
where measurement comes in so how do you how do you measure success what are some practical steps businesses can take to
make sure they're you know tracking the right metrics and and making you know data driven decisions it starts with
defining those clear kpis those key performance indicators what are the metrics that that matter most to your
business are you trying to you know increase customer retention rates boost those sales conversion rates improve
those customer satisfaction scores you need to to identify those metrics that'll tell you whether your CRM
implementation is actually making a difference it's it's like choosing the right instruments for your car's dashboard you want to see the metrics
that will help you navigate effectively and make inform decisions along the way measurable results I love it it's not
just about you know feeling good it's about seeing that tangible progress but even with you know clearly defined kpis
how do you make sure you're not just collecting data but but actually using it to to improve your CRM strategy over
time it's it's easy to get caught up in in the day-to-day and and lose sight of of the bigger pict right absolutely
that's where establishing that that cycle of continuous Improvement comes in you got to regularly review your your
CRM data analyze those kpis and ask yourself are we moving in the right
direction what's working what's not what could we do better don't don't be afraid to experiment try new things and adjust
your strategies based on on what the data is telling you CRM is not a set it and forget it system it's it's an
ongoing process of learning adapting and and optimizing CRM is a is a journey not
a a destination I like that but even with data analysis and and that commitment to continuous Improvement
it's it's easy to to to get stuck in your own bubble how do you you know ensure you're getting feedback from the
people who who matter most yeah your customers your team that's where those feedback loops come in right talk to
your users your customers and and other stakeholders conduct those surveys hold focus groups or even just have those
informal conversations just to gather those insights on what's working what's not and and what could be done better
the more feedback you gather the the better equipped you'll be to make those informed decisions about your your CRM
strategy well we've we've cover a lot of ground in this first part of our Deep dive 10 reasons why CRM implementations
fail and it's it's clear that it's not just about the you know the technology itself it's it's about strategy process
people and Leadership all all working together in harmony absolutely we've been you know really dissecting these
CRM implementation pitfalls and it's it's clear that getting the basics right is is absolutely crucial but the article
by shus Hoyos it kind of takes this this fascinating turn near the end connecting
these principles to something that's well it's on everyone's mind these days artificial intelligence the buzz word of the century right with all these
promises to to revolutionize everything but I'm curious how how does AI actually fit into like the world of CRM is it is
it just another shiny new object or can it actually make a a real difference that's the that's the million-dollar
question right and the article makes this this really compelling argument before businesses like jump on the AI
bandwagon they need to make sure that their CRM house is like totally in order think of it this way AI Can it can
amplify the strengths of a of a well-implemented CRM system but it can also like magnify the weaknesses of of a
poorly implemented one so AI isn't a magic solution it's it's more like a
like a high-powered engine right you can put it in in a Sleek well-maintained sports car and and you get incredible
performance but if you try to put that same engine in a rusty old clunker well you're probably going to end up with
with a lot of noise and smoke but but not much actual progress exactly if your CRM system is like riddled with bad data
inefficient processes and low user adoption throwing AI into the mix is is
probably just going to make those problems worse it's it's like trying to to build a skyscraper on a foundation of sand it's it's not going to end so
what's the takeaway here for for businesses that are you know excited about the potential of AI but maybe haven't quite mastered those CRM
fundamentals yet well the article really emphasizes that a strong CRM Foundation is absolutely essential for for
maximizing the benefits of AI if you want to use AI to you know personalize those customer interactions automate
your marketing campaigns or or improve your sales forecasting you you need to
ensure that your CRM system is providing like accurate and reliable data and and
just as importantly your team needs to be like using it effectively it's about it's about setting the stage for for AI
to really shine okay so fix the foundation before you build a penthouse yeah got it but once you have you know
that that solid CRM foundation in place what are what are some specific ways AI can actually enhance those efforts what
does that like next level look like in practice well one area where AI is is already having a a Major Impact is in
personalizing customer interactions by analyzing CRM data AI algorithms can identify those patterns in in customer
Behavior preferences and purchase history and and then you can use this information to to tailor marketing messages product recommendations and
even customer service interactions like to those individual customers so it's about it's about moving beyond like
those those generic Mass marketing blasts and creating truly personalized experiences yeah it's it's like having a
personal shopper for every customer but but powered by AI what what else can AI
do in in the realm of CRM another another exciting area is sales forecasting AI can analyze historical
sales data market trends and even like a social media sentiment to predict future sales with with a a pretty high degree
of accuracy this can help businesses you know optimize their inventory allocate resources more effectively and and just
make more informed strategic decisions it's it's like having a a data driven crystal ball right helping you
anticipate that future demand and make smarter business decisions that's that's incredibly valuable it's it's about moving from like reactive to to
proactive right right using using data to anticipate needs and opportunities right but what about the the customer
service side of things can can AI help there as well absolutely I mean we've all encountered those those frustrating
chatbot experiences where where you feel like you're like talking to a brick wall but but AI powered chat Bots are they're
getting increasingly sophisticated they can you know handle those routine inquiries freeing up those human agents
to to focus on those more complex issues and and AI algorithms can analyze
customer interactions to to identify patterns and Trends helping businesses improve their their overall service
quality and and proactively address those potential issues it sounds like AI has the uh the potential to to touch
almost every aspect of CRM yeah but but it's it's not about replacing humans is it it's more about augmenting those
human capabilities freeing us up from those those tedious tasks so we can we can focus on what what we do best
holding relationships and solving those those complex problems you you hit the nail on the head it's it's not about AI
versus Humans it's it's about Ai and humans working together to create better customer experiences think of it like
like a partnership where AI handles you know the the heavy lifting the data analysis and automation allowing humans
to to focus on those those strategic creative and and empathetic aspects of
of customer engagement so we we've covered the the importance of of a a strong CRM foundation and the the
exciting potential of of AI but but the article doesn't just you know leave us with a bunch of of abstract Concepts it
it actually offers some some concrete steps that businesses can take to to embrace these ideas what what are what
are some of those those next steps well the article encourages businesses to to start by by having internal discussions
about about these Concepts share share the insights from the article with your team discuss the the potential benefits
and challenges of AI and and start exploring how you can leverage these Technologies to to improve your CRM
strategy it's it's about creating that that culture of innovation and and openness to to new ideas it's about
starting the conversation getting people thinking and brainstorming yeah but but what if you're you know a small business
owner or or part of a team that's already feeling overwhelmed just just trying to keep up with with the
day-to-day where where do you even begin with with something is as complex as AI integration the article it really
emphasizes the the importance of a proactive approach don't don't wait for your your competitors to to overtake you
start small experiment with new technologies and and be a leader in in adopting those those Advanced customer
engagement strategies it's it's about embracing that that growth mindset being being curious and and willing to to
learn that's that's a great call to action don't be a follower be a leader but with so many different like AI tools
and Technologies emerging all the time how do you even know like where to where to start it it can feel like like trying
to to drink from a fire hose well the article suggests focusing on on a few key areas first ensure that your your
CRM system is optimized for for for Omni Channel engagement this means providing a a seamless customer experience across
across all those channels your website social media Media email mobile apps
physical stores everything it's it's about meeting customers where they are not not forcing them to to adapt to your
preferred channels it's about it's about creating that that unified customer experience regardless of how they choose
to interact with your your brand but even with a with a seamless Omni Channel experience what's what's the one thing
that underpins every every successful CRM strategy especially when when you're incorporating AI data governance we
we've talked about this before but but it's worth emphasizing again high quality data is is the foundation for
for any successful CRM strategy and it it becomes even more critical when you're when you're incorporating AI into
the mix AI algorithms are are only as good as the the data they're fed a garbage in garbage out as they say so
data governance is is not optional it's it's essential but with all this talk about technology and data it's it's easy
to to lose sight of the the human element what's what's the the key take away from all of this the the one thing
that that should guide all our efforts when it comes to to CRM and AI it it's it's the idea of customer centricity at
the end of the day CRM is all about building strong lasting relationships with with your customers it's about
understanding their needs exceeding their expectations and and creating experiences that that make them feel valued and appreciated technology can
can certainly enhance those relationships but but it can't can't create them it's about remembering that that behind every data point is is a
real person with with real needs and desires it's about using technology to to empower those human connections not
not to replace them exactly and the article makes this this really important Point View the the implementation of a
CRM system as as a journey not not a destination it's it's an ongoing process
of of continuous Improvement adaptation and Innovation the the technology landscape is constantly evolving and and
businesses need to be be agile and and adaptable to to stay ahead of the curve so so stay curious keep learning and and
don't be afraid to to experiment that's what the Deep dive is all about but before we get you know too carried away
let's let's take a moment to to reflect on everything we've covered so far and and bring it back to you our listener
we'll be back after a quick break to wrap things up and share some some final thoughts on this on this CRM Journey
welcome back to the Deep dive we've covered so much today you know those 10 pitfalls that can just derail CRM
implementations those 30 Solutions Jesus hoyo suggests in his article and then how AI can both amplify the strengths
and magnify the weaknesses of your of your CRM system it's been a real journey it really has and and amidst all those
you know technical details and and strategic considerations I I think it's important to remember that that CRM at
its core it's about you know building strong lasting relationships with their customers absolutely it's it's not just
managing data it's it's managing those relationships technology can definitely help us do that more effectively but but
it's it's the human touch that that ultimately makes the difference you get technology can enhance those relationships but it it can't create
them it's it's that empathy the the genuine desire to help that that ability to connect you know on a human level
that's that's what builds trust and loyalty yeah so as we as we wrap up this this deep dive into the the world of CRM
I I want to bring it back to your our listener we we've talked about a lot of you know high level Concepts but but what's what's one small practical step
that you can take today to to improve your own approach to to customer relationships it it doesn't have to be
anything you know Grand or revolutionary just just something simple actionable it could be as simple as you know reaching
out to to a customer you haven't spoken to in a while just just to check in and see how they're doing or or maybe it's
you know taking a few minutes to to review your your recent customer interactions and asking yourself how
could I have how could I have handled that situation better what what could I have done to make that customer like
feel more valued those those small gestures they they can make such a big difference and and remember CRM it's not
just a business strategy it's it's a mindset it's about it's about putting your customers at the the center of
everything you do considering their needs and and striving to to create experiences that that delight and
surprise them that's a great way to put it and and as you go about your day I I encourage you to to keep that customer
Centric mindset like top of Mind think about think about how you can use those insights we've discussed today to to
build those stronger more meaningful relationships with with the people who who matter most to your your business
and remember the Deep dive is all about empowering you with with knowledge and insights so take what you've learned
today apply it to your own unique situation and and keep exploring there's there's always more to discover and and
we'll be here to to guide you along the way until next time happy diving
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