Define the process before selecting the platform
Map the current sales process before choosing or configuring a CRM. Record each stage, required information, follow-up trigger and stage owner. Agree on entry and exit criteria, including how stalled, lost or reopened opportunities are handled. Use this map to assess whether the platform supports actual work rather than an idealised workflow.
Clean and approve data before migration
Profile source data for duplicates, missing critical fields and inconsistent formats before importing it. Assign a data owner to define standards and resolve uncertain records. Test a representative sample containing normal and problematic entries. Accept the migration only when record counts, key fields, ownership and duplicate handling match the agreed evidence.
Test supported connections and exceptions
List the email, calendar, messaging and accounting connections needed by staff, then confirm what the CRM officially supports. Test common events such as creating contacts, recording messages and updating appointments. Also test failed syncs, duplicate records and permission limits. Name an owner for reviewing errors and documenting the fallback process.
Configure for real work, including exceptions
Build stages, fields and automations around the mapped process, not an imagined perfect one. Keep required fields limited to information needed for decisions or handovers. Test routine cases alongside discounts, delayed decisions, reassignment and reopened deals. Approval evidence should show who completed each scenario and whether the expected record changes occurred.
Train staff around roles and data ownership
Training should reflect each role’s real tasks rather than generic feature tours. Staff should practise entering updates, finding history, completing handovers and correcting mistakes. Assign owners for field definitions, access, data quality and process changes. Requests for help, repeated omissions or work kept outside the CRM should trigger review and support.
Run a small pilot and verify outcomes
Start with a representative pilot covering typical users, records and exceptions. Monitor completion, missing information, sync errors, duplicate creation and unresolved handovers. The pilot owner should compare results with the agreed process and acceptance evidence. Expand only after defects have owners, fixes are retested and users can complete core work reliably.