Why CRM Projects Stall Post-Go-Live (and how to get them back on track!)

Sharon W
Aug 4
2 min read

Updated: Aug 5

Rolling out Dynamics 365 can feel like a major milestone - years of planning, business cases, product selection, partner selection, implementation, and finally go-live activities! But for many Exec Sponsors, CRM Product Owners and digital transformation leads, what comes next is less predictable.

Initial momentum begins to fade. Usage declines. The original project sponsors may have moved on, and new strategic goals begin to stretch the CRM in directions it wasn’t configured to support.

So, what causes a CRM project to falter after go-live - and what can you do about it?

Common Post-Go-Live Pitfalls

Misalignment with Evolving Business Needs:
CRMs are often implemented based on requirements gathered at a single point in time. But businesses evolve. What worked during implementation may no longer serve your current goals.
Underwhelming User Adoption:
If end-users perceive the system as clunky or irrelevant, they’ll revert to spreadsheets, emails, or legacy tools. This weakens data integrity and undermines leadership confidence in CRM data.
Fragmented or Outdated Customisations:
Customizations can become technical debt. Features built for a now-obsolete process may be creating complexity and confusion.
Data Decay and Duplication:
Poor data hygiene creeps in slowly - duplicate contacts, outdated records, and inconsistent data entry all degrade reporting value over time.
Missed Opportunities to Expand CRM Value:
Marketing automation, customer insights, field service capabilities - many organisations fail to explore new CRM modules or integrations post go-live.

How to Spot the Signs Early

If you're noticing growing complaints from users, inconsistent reporting, slow system performance, or a general sense of CRM fatigue, these are red flags.

It's likely your CRM environment is underperforming, not because of poor technology - but because it hasn't been reassessed to meet your current business needs and aspirations.

CRM Health Check - A Smarter Next Step

If your CRM feels like it’s running out of steam, or if you're simply unsure whether it's still delivering full value, a health check offers clarity without commitment. It’s a constructive, low-risk way to pause, reflect, realign and then plan for any remediation actions.

Think of it as a strategic assessment that helps you:

Understand where your CRM is aligned—and where it's not
Reconnect the system’s capabilities with business priorities
Identify practical changes that will drive quick impact

What to Expect from a Flexsolve CRM Health Check

We take a pragmatic, business-first approach. Our Health Check is structured around five key dimensions:

Technical Review: How well is your CRM performing? Are integrations stable and secure?
Business Alignment: Are your core processes and data models still a good fit for your evolving operations?
User Adoption & Experience: What’s really happening with usage across teams?
Data Quality: Where are your data issues - and how are they affecting outcomes?
Recommendations & Roadmap: A prioritized set of actions for both short-term gains and long-term improvement.