The Five CRM Critical Success Factors

The first in a series of articles exploring the 5 critical success factors to a successful CRM implementation.

Here, we summarise what we at QGate believe are the Five CRM Critical Success Factors (CSFs) for a successful CRM implementation project.  


Five accompanying articles that expand further on each of our five factors points are below: 


Links to further CRM Success Factor articles:


CRM is a substantial investment that should be implemented to align with your company’s goals and objectives. This raises the critical question of why you are implementing CRM in the first place. It is crucial to communicate this reasoning to everyone involved, starting from the top down. The executive sponsorship must provide a clear understanding of the WHY to the rest of the organisation, ensuring that the project has their full backing and support.

2. Implementation Approach

To avoid the Big Bang approach, it is essential to prioritise and plan phases carefully. It is important to consider the complete life cycle of the project, from inception to on-going support and system evolution. Additionally, user involvement is critical throughout the process.

3. The Data Factor

Data is an essential component of CRM, but it is often underestimated in terms of the effort required to get it right and fully realise its value. To ensure the data functions effectively, one should approach it like a machine, carefully selecting, installing, and maintaining it over time. When done correctly, it becomes a valuable asset to the organisation.

4. The Right Partner

Formed in 1997, QGate has 25 years experience of building, installing and supporting CRM solutions. Our process starts with getting to know your business and understanding your strategic goals. Our business analysts, project managers and developers then work together to implement your CRM.

5. The Right Technology

The success of a CRM project is not solely reliant on having the best technology. It is important to have a strong foundation in place before considering any technology investment. The following three prime options should be considered when investing in CRM technology: a general CRM platform that can be customised, an industry-specific CRM, or building a solution from scratch. Additionally, when modifying a CRM solution to suit specific needs, the three “Cs” should be taken into account: configuration, customisation, and coding. Configuration options should be maximised, customisation should be utilised for adding tables, fields, and forms, and coding should be minimised to avoid issues during upgrades.

Next steps

Click here to read Critical Success Factor 1: Executive Sponsorship

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