How to Plan a Successful CRM Implementation
A proven six-phase methodology for planning and executing CRM implementations with realistic timelines, budgets, and risk mitigation strategies.
What You'll Learn
Discovery & Requirements (2-3 weeks)
Understand current state, define future vision, and establish success criteria
Key Activities
Interview 8-12 stakeholders (advisors, ops, compliance, IT)
Owner: Project Manager
Document existing CRM, workflows, pain points, data quality
Owner: Business Analyst
Prioritized requirements (must-have vs nice-to-have)
Owner: Project Sponsor
Integration needs, data migration scope, security requirements
Owner: Solution Architect
Goals, scope, timeline, budget, success metrics, governance
Owner: Project Manager
Critical Success Factor
Get executive buy-in early. Without a committed executive sponsor who can allocate resources and make decisions, your project will stall. Schedule weekly 30-min check-ins with your sponsor.
Solution Design (2-3 weeks)
Design data model, integrations, workflows, and user experience
Design Deliverables
Technical Design Documents:
- Data model diagram (objects, fields, relationships)
- Integration architecture (systems, APIs, data flows)
- Security & permissions matrix (profiles, roles)
- Automation design (workflows, process builder, flows)
User Experience Design:
- Wireframes for key page layouts (client detail, household)
- User personas and role-based experiences
- Report and dashboard mockups
- Mobile app experience design
Build, Test, Train & Deploy
Remaining phases bring the design to life and ensure user adoption
Phase 3: Build & Configuration
4-6 weeksConfigure CRM, develop custom code, build integrations, migrate data
Key Tasks:
Phase 4: User Acceptance Testing
2-3 weeksEnd users test system with real scenarios, log bugs, validate workflows
Key Tasks:
Phase 5: Training & Change Management
2-3 weeksTrain users, create documentation, communicate rollout plan
Key Tasks:
Phase 6: Deployment & Hypercare
2-4 weeksGo-live, provide intensive support, monitor adoption, address issues
Key Tasks:
Timeline & Budget by Firm Size
Small Firm (5-15 users, $250M-$750M AUM)
Basic FSC config, 2-3 integrations, Redtail/Junxure migration
Mid-Size Firm (15-50 users, $750M-$3B AUM)
Advanced FSC, 4-6 integrations, custom workflows, training program
Large Firm (50-150 users, $3B-$10B AUM)
Enterprise FSC, complex integrations, data governance, change mgmt
Top 5 Project Risks & Mitigation
Scope Creep (High Probability, High Impact)
Mitigation: Formal change request process: Any new requirement requires exec sponsor approval and timeline/budget adjustment
Resource Availability (Medium Probability, High Impact)
Mitigation: Secure 50% time commitment from key stakeholders in project charter, with escalation path if availability drops
Data Quality Issues (High Probability, Medium Impact)
Mitigation: Allocate 2 weeks for data cleansing pre-migration, set data quality acceptance criteria (e.g., <5% duplicate rate)
Integration Complexity (Medium Probability, High Impact)
Mitigation: Build integrations in sandbox first, allocate buffer time (25% extra), have fallback manual processes
User Adoption Resistance (High Probability, High Impact)
Mitigation: Identify and train "super users" early, tie CRM usage to compensation/performance reviews, celebrate wins
Ready to Start Planning?
Get our comprehensive project plan template and timeline estimator