Getting CRM Implementation Right

*Want to win some noise-canceling headphones? Help us shape the future of Digital Transformation Success by taking a short, 11-question ⁠listener survey⁠ and be entered into the giveaway. Deadline is February 28th.* CRM systems fail because we confuse strategy with software. On this episode of Digital Transformation Success, host and Little Bird Marketing CEO Priscilla McKinney talks with guest and CEO of aheadCRM LLC, Thomas Wieberneit, about customer relationship management (CRM) and the customer experience (CX) industry. They discuss how CRM implementation fails when organizations confuse the map with the territory, treating systems as silver bullets rather than strategic tools that require proper planning, change management, and continuous optimization. Wieberneit explains the two most common mistakes in digital transformation consulting related to CRM implementation. The first is failing to include the people who will actually use the customer database in planning discussions. The second is implementing systems to serve management rather than frontline teams. The mistake that management or buyers often make, Wieberneit explains. “Is [thinking that] another system helps me get out of [a failing CRM situation]; It's a silver bullet." By contrast, he shares how successful CRM projects focus on removing administrative burdens from sales and service personnel so they can spend more time building customer relationships. He provides expert advice on how to turn systems of record into true engagement platforms by improving audience segmentation, automating mundane tasks, and prioritizing user adoption over key performance indicators (KPIs) and management reporting. McKinney and Wieberneit also discuss the role of emerging technologies, such as agentic AI and large language models (LLMs) in CRM systems. Wieberneit provides real-world examples of where these technologies create genuine value, versus where they become expensive solutions in search of problems. He shares a valuable use case of how Siemens uses LLM-based helper tools for technical service questions, allowing human service personnel to focus on complex problems that require relationship building. The conversation emphasizes the importance of outcome-oriented implementation that creates a unified customer experience by prioritizing customer needs, thereby generating business value for the organization. Music written and performed by Leighton Cordell. Sponsors: Priscilla McKinney here! I am very excited to tell you about my book: Collaboration is the New Competition: Why the Future of Work Rewards A Cross Pollinating Hive Mind and How Not to Get Left Behind The book's chapters are designed to be time-efficient, ensuring busy professionals can easily integrate these transformative ideas into their workflow. From discussing the state of affairs in business to providing fundamental strategies and seven practical anchors for staying on course, this book offers a fresh perspective and a competitive advantage in today's complex business landscape. Visit priscillamckinney.com for more information. Priscilla McKinney is not just a CEO; she is also a LinkedIn Influencer. The reality is that very few people are using LinkedIn efficiently or effectively, and if you’re not careful, social media can become a black hole. When you emerge, you find you wound up in a place you never intended to go and you’re wondering where all the time went. Time is precious, and trying to be everything to everyone means becoming nothing to no one. That's why she's developed a transformative 12-week course that goes beyond basic tips and tricks – teaching you how to build a strategic network and create stellar content that cuts through the LinkedIn noise. Click here to learn more, and sign up for a spot in her social influence course today! Learn more about your ad choices. Visit megaphone.fm/adchoices