There’s a mistake we see in a lot of CRM implementations. The system goes live. The vendor runs a one-hour training session (maybe two). Everyone nods along, everyone gets a PDF, and then everyone goes back to their desk and forgets most of it by Friday. Six months later, adoption is patchy, the data’s a […]
Why “We’ll Train Everyone on the New System” Almost Always Fails Read More »
Quick question: who within your business actually owns your CRM? It’s a simple question, but it catches many organisations off guard. Ownership is not the same as usage, and it is not the person who helped set the system up in the past. It means having a named person who is accountable for keeping the
Who Actually Owns Your CRM? Read More »
You’ve decided to implement a new CRM. Or an ERP. Or another core business system. The vendor assigns a project manager. They seem organised. They send timelines and Gantt charts. They run weekly stand-ups. So you’re sorted, right? Hrm… not quite. The vendor PM is not on your side of the table Here’s the part
Why Every CRM Project Needs a Client-Side Project Manager Read More »
This might sound controversial: Most businesses are buying AI, CRM and ERP the wrong way around. They start with the software. They pick the brand. They sign the contract. Then they try to figure out how it’s going to work inside their business. And three years later they’re frustrated, the team isn’t using it properly,
Stop Buying Software – Start Buying Business Outcomes Read More »
Most businesses think a CRM or ERP project starts the day they sign a vendor contract. Spoiler Alert! It doesn’t. In reality, the outcome is decided months earlier – in the work you do before you choose a system. That pre-selection phase is where clarity is created (or where costly assumptions creep in). And it’s
The #1 Mistake Businesses Make with CRM Projects Read More »
Digital transformation is full of shiny buzzwords: AI, automation, dashboards, integrations. But on the ground, many CRM systems still underperform and fail to deliver the results promised – not because the software is “bad”, but because nobody truly owns it once the vendor/partner has gone and the project plan is filed away. Now, with agentic
AI is transforming the way businesses work, and the pressure to integrate it into your CRM is growing. It promises faster insights, improved efficiency, and smarter decision-making. But before jumping on the AI bandwagon, it’s crucial to recognise that implementation without preparation can do more harm than good. Knowing when not to use AI is
Not Every Business is Ready for AI – Here’s Why Read More »
For years, Customer Relationship Management (CRM) systems have relied on automation to streamline repetitive tasks. From scheduling reminders to sending standardised follow-ups, automation has undoubtedly saved time. But the future of CRM is moving beyond these rule-based efficiencies. We are entering an era of Human-AI collaboration, where Agentic AI acts less like a tool and
Agentic AI: Beyond Automation – Human-AI Collaboration in CRM Read More »
Digital transformation has the potential to reshape how a business operates, competes, and grows. But when it’s approached without the right strategy, it can become far more costly than organisations expect. Many companies invest heavily in new systems only to find themselves less efficient than before. These unexpected pitfalls aren’t caused by technology itself but
Why People and Processes (Not Software) Drive Digital Transformation Read More »
“AI will revolutionise your CRM and solve all your sales problems!” Sound familiar? The hype is everywhere, but the reality is more nuanced. Here are the biggest myths I hear every week – and the truth behind them. Myth 1: AI will automate your entire sales process Reality: High-touch B2B sales still rely on human
AI in CRM: What It Can (and Can’t) Do Read More »