Episode 130- CRM Set Up Stories: The Good, The Bad & The Ugly

In this episode, we take a candid look at the often-overlooked side of CRM implementation, what happens when it goes wrong. From misconfigured settings and GDPR oversights to mismanaged data imports and catastrophic email leaks, we explore the common mistakes businesses make when onboarding platforms like HubSpot. It’s not about naming and shaming, but sharing cautionary tales that offer tangible learning moments.

We also reflect on the wider cultural and leadership implications of how CRM systems are adopted within an organisation. When used correctly, CRM tools can drive alignment, transparency, and strategic clarity across all levels of a business. But without proper implementation and engagement, especially from senior leadership, they can become underutilised investments that fail to deliver meaningful value.

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Key Topics Discussed:

• Real-world CRM implementation failures and what caused them
• Why CRM tools must be owned and understood by leadership, not just marketing or sales
• The hidden risks of default settings and data privacy breaches
• Common import and permission errors that compromise your CRM integrity
• How to approach onboarding with strategic foresight
• The cultural change CRM can enable if led from the top
• Role of sandboxes, lead scoring, pipelines, and email deliverability
  
• Why good dashboards are never “done”, they must evolve

Who Is This Episode For:

This episode is tailored for business owners, managing directors, senior sales and marketing leaders, and operations managers, particularly those responsible for selecting or implementing CRM software. Whether you're early in your CRM journey or firefighting post-implementation, this episode provides valuable insight for making smarter software decisions.

Quotes to Remember

“If you don't take the time to learn how to use your CRM, it's borderline negligent."

"You've got to get the right thinking into CRM, as well as the actual implementation."

"Don't spend 90% of your budget on the software and then nothing on using it properly."

Actionable Takeaways:

1. Treat your CRM onboarding like a construction project: start with the architectural plans before laying bricks.
   
   

2. Assign clear ownership for CRM across departments, including executive sponsorship.

3. Review your email logging and privacy settings, don’t let sensitive data leak into the system

4. Clean and categorise your data before import; don’t treat it as a technical afterthought.

5. Use sandboxes to test changes, before applying them to your live environment.

6. Establish naming conventions and permissions upfront to avoid chaos later.

7. Build dashboards with purpose and iterate based on real business needs.
   

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