Customer Relationship Management (CRM) projects are detailed, complicated, and typically take a long time to implement. So, why implement them poorly—or worse, stupidly?
Stop Doing Stupid Stuffâ„¢ CRM
A Modern Guide to Mastering Essential Customer Relationship Management
From authors David Trzupek and Tim Keefe comes an eye-opening guide revealing the common pitfalls that derail CRM initiatives. With over 30 years of experience working on CRM projects, the authors have seen it all—both wildly successful implementations and staggeringly misguided ones.
This book highlights how poorly executed CRM projects waste money, time, energy, and often fail to achieve critical business objectives—impacting not only your company's success but your personal success as well.
What You'll Learn
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How to identify the hallmarks of failed CRM projects
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Methods to evaluate whether your current CRM initiative is headed for disaster
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Strategies to prevent disastrous projects from even starting
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A practical framework for identifying and evaluating poorly executed CRM projects
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The Book Is Divided Into Two Parts:
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Part 1: We Are Getting a New CRM!
Follow along as fictional company INSELMAX embarks on a CRM project, observing the steps they took to implement it—and where things went wrong.
Part 2: Identifying Stupid CRM (SDSSâ„¢ CRM Framework)
Explore a practical framework for identifying and evaluating poorly executed CRM projects, empowering you to assess your own initiatives effectively.
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Chapter 1: Executive Meeting
Senior leadership identifies customer service challenges but assigns IT to lead the solution without clear business ownership.
Chapter 2: CRM Selection
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A tiger team rushes through vendor selection with insufficient demos and unclear requirements.
Chapter 3: Project Kickoff
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The project launches with great fanfare but unclear direction and competing agendas between IT and business stakeholders.
Chapter 4: Status
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Design and development issues emerge as integration challenges create delays and cost overruns.
Chapter 5: Results
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The CRM system deploys but fails to improve customer churn or meet business objectives.
Chapter 6: Stupid CRM Analysis – Good, Bad, Ugly
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A detailed analysis of what went right, what went wrong, and what was catastrophic in the INSELMAX CRM implementation.
Chapter 7: SDSSâ„¢ CRM Framework
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Introduction to the 12 key elements that can derail a CRM project and how to avoid them.
Chapter 8: Scoring Projects
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A practical method to evaluate CRM projects using the Sideways Index, helping organizations identify potential failure points.
Why This Book Matters
Not all CRM projects are done poorly, but too many lack the "wow factor" and become just another system that fails to deliver revenue optimization, improved customer experience, or business value.
This book provides the monitoring framework and actionable insights to help you avoid the common pitfalls and deliver truly transformative CRM implementations that drive business success.
Meet the Authors:
David Trzupek
David Trzupek has been in the CRM field since 1995, working with consulting firms including Deloitte, Cap Gemini, Grant Thornton, and TTEC to deploy CRM solutions across telecommunications, retail, government, automotive, financial services, and healthcare industries.
Tim Keefe
Tim Keefe brings over 30 years of customer and employee experience expertise, with corporate experience at AT&T, Wells Fargo Bank, and Adobe, before founding Transform-CX Inc. and co-authoring the widely read business book "Stop Doing Stupid Stuffâ„¢."
Get Your Copy Now
Don't learn how to manage CRM projects the hard way. Get your copy of "Stop Doing Stupid Stuffâ„¢ CRM" and discover how to implement CRM solutions that actually deliver on their promise.
Stop Doing Stupid Stuffâ„¢ Books
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