Successful CRM Implementation: Managing the Project


Implementing a customer relationship management (CRM) system is a critical decision for any small business looking to improve customer relationships, boost sales, and streamline operations. However, a CRM implementation can be complex and time-consuming. This article provides practical advice on how to approach a successful CRM implementation.


The first step in implementing a CRM system is preparation. This includes defining clear business goals, selecting the right CRM system, and establishing a team to lead the implementation process. It’s important to involve stakeholders from different departments in the planning process to ensure that the CRM system meets the needs of the entire business.

Create a Project Plan

The importance of a project plan cannot be overstated in a CRM implementation project. A project plan is a roadmap that outlines the entire implementation process from start to finish. It provides a clear understanding of the project scope, timelines, milestones, and responsibilities. The project plan should be created at the beginning of the project and regularly reviewed and updated throughout the implementation process.

The project plan should include the following elements:

  • Project scope: Define the goals and objectives of the project, including the features and functionality that will be included in the CRM system.
  • Timeline: Set realistic timelines for the implementation process, including milestones and deadlines for each phase of the project.
  • Budget: Define the budget for the project and identify the resources required, including hardware, software, and personnel.
  • Stakeholder responsibilities: Define the responsibilities of each stakeholder involved in the project, including the project manager, implementation team, and other key stakeholders.
  • Risk management: Identify potential risks and challenges that may arise during the implementation process and develop a plan to mitigate them.
  • Communication plan: Develop a communication plan to ensure that all stakeholders are informed about the project status and progress.

The project plan is a critical document that helps to ensure that the CRM implementation project stays on track and is completed successfully. By following a well-defined project plan, small businesses can manage the project effectively, avoid delays and cost overruns, and achieve the desired outcomes.

Types of People or Team Needed

The implementation team should include key stakeholders from different departments such as sales, marketing, customer service, and IT. Depending on the size of the business, the team may also include external consultants or vendors. It’s important to designate a project manager to lead the implementation process and ensure that everyone is on the same page.


The timescale for CRM implementation varies depending on the complexity of the project. Simple CRM implementations can take a few weeks, while more complicated projects can take several months. It’s important to set realistic timelines and communicate them to the implementation team and stakeholders.

Iterative Approach

An iterative approach is a best practice for CRM implementation. This means starting with a minimum viable product (MVP) and gradually adding new features and functionality based on user feedback. This approach helps to reduce the risk of project failure and ensures that the CRM system meets the needs of the business and its customers.

Setting Goals

Setting clear and measurable goals is critical for a successful CRM implementation. These goals should align with the business objectives and help measure the success of the implementation. Examples of goals could include increasing customer retention rates, reducing customer churn, improving lead conversion rates, or increasing sales productivity.


Implementing a CRM system is a major decision for any small business. By following the practical advice outlined in this article, small businesses can approach the implementation process with confidence and achieve a successful outcome. Preparing properly, selecting the right team, setting realistic timelines, adopting an iterative approach, and setting clear goals are key steps in ensuring a successful CRM implementation.