1
Context and constraints
- Customer data was spread across multiple spreadsheets, email folders, and personal notebooks with no single source of truth.
- The sales team resisted previous CRM attempts because the tools were too complex for their workflow.
- Data quality was poor: duplicate contacts, missing fields, and outdated information across all sources.
2
Approach pattern
- Audited all existing data sources and mapped fields to a clean, agreed schema before selecting a tool.
- Chose a CRM that matched the team's technical comfort level and integrated with their existing email and calendar.
- Migrated data in stages: cleaned and deduplicated first, imported core records, then layered in historical activity.
3
Operational handover
- Ran hands-on training sessions focused on daily workflows: logging calls, tracking deals, and generating reports.
- Created quick-reference guides and short video walkthroughs for common tasks.
- Measured adoption weekly for the first month and addressed friction points immediately to prevent reversion to spreadsheets.