CRM problems don’t show up at go-live. They show up months later when leadership stops trusting the data, teams build shadow systems, and your platform becomes compliance infrastructure instead of a decision engine.
These insights are based on 22+ years of Fortune 500 operations experience (GE Aviation, Dell, Chase, Farmers) and direct work with mid-market financial services, nonprofits, healthcare, and professional services firms navigating CRM implementation, AI governance, and digital transformation challenges.
A CIO asked me to audit their CRM six months after go-live. On paper, everything looked fine. Salesforce was live, users were trained, adoption was at 87%. But when I asked to see their actual workflows, the real story emerged. The system they built didn’t match how the team actually worked, and nobody had the authority to change it.
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