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 CEO complained their CRM’s AI kept flagging leads from industries they’d stopped targeting six months ago. The vendor said the AI was working correctly. They were both right. The AI was doing exactly what it was trained to do—match patterns from historical data. The business strategy changed. The AI’s training data didn’t.
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