Scope Creep: An Introduction to CRM Implementation - Part 7

In this Introduction to CRM implementation series, we'll be looking in more depth at the different stages we'll work through when helping you get started with your CRM system. Flowbird ensures a smooth transition and successful integration into your business, from planning to final implementation. Our goal is to equip you with the knowledge to maximise your CRM's potential, aligning it with your business objectives.

How to Handle Scope Creep During CRM Implementation

When implementing a CRM system, it’s not uncommon to discover new opportunities for improvements or automation along the way. As you explore the platform and learn more about its capabilities, you might think of additional features or changes you’d like to include. This is known as scope creep—a gradual expansion of the project’s scope beyond what was originally planned. While this is a natural part of any implementation, it’s important to manage it carefully to ensure the project stays on track.

What is Scope Creep?

Scope creep happens when new requirements, features, or changes are introduced to the project after the initial scope has been defined. As you explore the CRM and gain more insight into how it works, it’s easy to spot areas that could be improved or automated. While these suggestions might enhance the system’s functionality, introducing them during the implementation phase can be tricky.

Why Should Scope Creep Be Managed?

While adding new features might seem like a good idea, making changes to the CRM system after the project has started can have unintended consequences. Here’s why it’s important to handle scope creep carefully:

• Delays: Incorporating additional changes into the current scope can delay the project timeline.
• Disruptions: Last-minute changes could create complications or introduce bugs, affecting the overall stability of the system.
• Focus: Adding new features or changes might distract from the original goals of the project, slowing progress and increasing complexity.

Our Approach: Manage Now, Implement Later

Instead of rushing to include every new idea, we recommend documenting these proposed changes and deferring their implementation until after the system goes live. This approach helps ensure that:

• The current project scope remains focused and stable.
• The CRM implementation is completed on time and with minimal disruption.
• Any future changes or enhancements are clearly identified for future phases of the project.

By capturing these ideas for future consideration, we ensure that nothing important is overlooked while keeping the project on track.

When to Make an Exception: Critical Changes

While we generally recommend postponing new changes until after the CRM is live, there are cases where a critical issue or fundamental change must be addressed immediately. For example, if a key process or feature was misinterpreted during the planning stage, it could cause a major deviation from the original objectives. In such cases, we may initiate a mini-implementation process to address the required changes.

This targeted approach allows us to incorporate the change without disrupting the entire project. We carefully evaluate the impact, prioritize the change based on its business value, and implement it in a way that aligns with the overall project objectives.

Proactive Communication is Key

Managing scope creep is all about proactive communication. By keeping the lines of communication open and documenting any new ideas or requirements, we can evaluate whether they should be included in the current project or saved for future phases. This helps us ensure that everyone involved has a clear understanding of what’s being worked on, why, and when it will be implemented.

In Summary

Scope creep is a natural part of the CRM implementation process, but it’s crucial to manage it carefully. By documenting suggested changes, prioritizing stability during the implementation phase, and addressing critical changes through a mini-implementation process, we can ensure a smooth rollout while keeping the door open for future enhancements.

This approach allows you to get the CRM system up and running on time, while also setting the stage for future improvements that will help your business continue to grow and innovate. Through careful planning, strategic decision-making, and clear communication, we ensure that the final product not only meets your current needs but can also evolve with your business in the future.