Guide · Implementation checklist

Plan the people, data and decisions before CRM go-live.

A CRM implementation is a controlled change to customer-facing work. This checklist helps a small business prepare the operating model, configuration, tests and handover without assuming that setup is included in the subscription.

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Customer Thread

Eight questions before go-live

Illustrative example

Purpose
Problem and outcome defined
People
Owners and users named
Data
Fields and sources prepared
Accept
Customer tests and approves
Human decision
Operate
Handover and review scheduled

121 implementation methodology. Exact delivery, timing and support require a separate agreed scope.

Implementation sequence

Prepare, configure, test and accept in a visible order.

The control room shows the major gates while the guide supplies the detailed questions behind each one.

121 CRM · Onboarding control room

Discover

Goals and dependencies

Prepare

Data and workflow inputs

Configure

Account and journeys

Customer tests the result

Handover

Owners and next review

Open decision

Migration history depth

Customer owner

Operations lead

Acceptance gate

Representative journeys pass

Illustrative exampleSequence only. Deliverables, timings, support and cost require an agreed scope.

CRM building blocks

Connect the advice to day-to-day CRM work.

These are the practical tools behind the guide, with enough context to decide where they can help and where people still need to take responsibility.

Capability 01

Users, roles and permissions

Controls whether a user acts at agency or sub-account level and which supported areas they can access.

How it works: Controls agency or sub-account configuration that determines access, packaging, governance or billing.
Why use it: Limits day-to-day access to the work a person actually needs to perform.
Plan for: Availability and control depth depend on agency plan, role and current account configuration.
Your team owns: An authorised administrator must review, approve and audit material changes.

Capability 02

Import and export

Moves supported records through structured files, with mapping and validation needed before relying on the result.

How it works: Stores or organises supported business data under configured fields, permissions and record rules.
Why use it: Supports controlled migration and operational extracts when the data is prepared and reconciled.
Plan for: The platform does not make imported, duplicated or incomplete data accurate without review. Bulk migration requires mapping and reconciliation; do not treat a completed import as proof of accuracy or reversibility.
Your team owns: A data owner must define the record model and resolve quality, ownership and access exceptions.

Capability 03

Testing and execution logs

Supports test runs and operational evidence used to diagnose why a record did or did not follow a path.

How it works: Runs an ordered sequence only after its configured trigger and conditions are met.
Why use it: Gives a human a way to verify automation and investigate exceptions.
Plan for: Automation follows its configuration; it cannot repair poor data, unclear rules or an unavailable external service.
Your team owns: A process owner must approve, test, monitor and pause or correct faulty automation.

Capability 04

Connected app management

Shows and manages authorised app connections and their account-level installation state.

How it works: Exchanges supported data or events through an authorised connection, scope or documented interface.
Why use it: Provides a review point for removing access that is no longer needed.
Plan for: External availability, rate limits, schema changes, permissions and data-controller duties still apply.
Your team owns: An owner must approve access, monitor failures and remove connections that are no longer needed.

1 · Purpose and ownership

Define the work the CRM is meant to improve.

Start with a customer journey and an operating problem, not a list of screens to configure.

Problem and boundary

Describe what is difficult today, which journey is in scope and which specialist systems or decisions remain outside.

Executive and operating owners

Name who approves scope and risk, and who maintains users, fields, stages, workflows and messages day to day.

Acceptance measures

Write observable checks such as ownership, correct routing and representative journey completion; avoid unsupported revenue promises.

2 · Data and access

Prepare only the information the configured journey needs.

Data quality and permissions shape whether the CRM can be trusted in everyday use.

Source inventory

List spreadsheets, systems, inboxes and forms with owners, formats, quality and sensitivity.

Field definitions

Name purpose, format, required status, source and owner for each important field.

Roles and permissions

Test who can view, create, edit, export and administer relevant records and settings.

Acceptance evidence

Keep open decisions from disappearing into go-live.

Owners, controls and proof remain visible until representative journeys have been accepted.

121 CRM · Control responsibilities

Control questionOwnerNext check

Who can export customer data?CustomerConfirm

Who changes workflow permissions?Agreed scopeRecord

What happens at account closure?SharedDefine

Which suppliers process data?SharedCheck

Illustrative exampleIllustrative governance pattern. It does not assert that a specific technical control or certification is in place.

3 · Workflow and connections

Configure the ordinary path and the exceptions together.

A happy-path demonstration is not enough for a production workflow.

Stages and ownership

Define entry, movement, exit, owner and next-action rules for the main journey.

Messages and automation

Approve sender, wording, consent, timing, stop conditions, failure and human escalation for every automated step.

Integrations

Record connection type, account owner, data direction, matching, limits, costs, monitoring and removal.

4 · Test, train and hand over

Prove that people can operate the system after configuration ends.

Go-live should be an accepted operating decision, not the date a builder stops making changes.

Representative testing

Include new, duplicate, incomplete, sensitive, opt-out, failed connection and changed appointment cases.

Training by role

Show each user the records, decisions and exceptions they own, using the agreed real-world journey.

Human approval

Acceptance and review

The customer records known limitations, approves go-live, names support routes and schedules the first operating review.

Questions about this page

Useful answers, without the sales fog.

1. Who should own a CRM implementation?

Use both an accountable sponsor and an operating owner. Technical configuration alone cannot decide customer process, access, wording or acceptance.

2. Should we configure every feature before launch?

No. Launch the smallest complete, tested journey that solves the priority problem, then add capability through controlled changes.

3. What should user acceptance testing include?

Test ordinary work plus duplicates, missing data, opt-outs, sensitive replies, failed integrations, rescheduling, permissions and recovery from mistakes.

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