CRM Implementation Challenges for Small and Medium Businesses

Tech Falcon
Published on June 2, 2020

Customer Relationship Management (CRM) is an important digital platform with transformational capabilities, especially for small and medium businesses. By analyzing and presenting important data about customer behavior and purchase patterns, a CRM plays a key role in customer success by allowing the businesses to server their customers better than their competition. A CRM not only enables businesses to server existing customers better, but it also facilitates lead generation for acquiring new customers.

Yet, many small and medium businesses either postpone the implementation of a good CRM platform or end up implementing something that does not add much value to their business.

The following are the some of the most common challenges of CRM implementation:

Lack of clarity about CRM implementation objectives

The first step to a successful CRM implementation is defining clearly the business objectives expected out of the implementation. Objectives make sure that timelines and targets are met. More importantly, objectives provide an overall clarity about the common goals of multiple teams and stakeholders.

CRM customization

One of the most important factors determining the success of CRM implementation for SMBs is getting the right level of customizations. A CRM is needs to be customized to meet the unique needs and challenges of an SMB. If not, a CRM can hinder the speed and efficiency of operations for an SMB.

Aligning the teams and roles  

You may need to look how your current organization of teams and stakeholders fit the new CRM. A well-configured CRM is more of a business enabler than just a process automation technology. Remember that it will take time and focused effort before you realize ROI from your investment in a new CRM.

Aligning with business practices

The unique aspect of SMBs is that they all have unique business practices. A CRM platform should align well with these business practices so as to ensure that there are no frictions that can affect operations adversely. For example, the CRM platform should align well with existing services like email accounts, calendars, contacts, and online storage.


The CRM platform should not only allow the enterprise to make business and process customizations, it should also provide the choice of whether the enterprise wants to deploy it on cloud, on premise, or private cloud.

When the right CRM software is implemented in the right manner by a trusted technology partner who understands not only the platform well but also your business needs well, your enterprise will experience a truly transformative change.

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