Question 1

Why do most CRM implementations fail?

Accepted Answer

Most CRM projects fail because implementation partners focus on configuring the technology and then hand it over. Without structured adoption work (user training, process alignment, habit formation) the system gets ignored. Research consistently places adoption failure as the primary cause in 60–70% of failed CRM projects.

Question 2

Why won't my team use the CRM?

Accepted Answer

Usually one of four reasons: the system doesn't match how they actually work, they weren't trained on their specific role, they don't see personal value in using it, or there's no management accountability for adoption. Often it's a combination of all four.

Question 3

Is poor CRM adoption normal?

Accepted Answer

Depressingly common. Industry research suggests fewer than 50% of CRM users actually adopt the system to the level their business paid for. The good news is it is fixable without replacing the technology.

Question 4

Can a CRM ever be too complicated for everyday users?

Accepted Answer

Usually, and almost always because it was configured that way. Dynamics 365 out of the box shows every feature to every user. A properly adopted system shows each user only what they need. Simplification is one of the first things we do in a recovery engagement.

Question 5

What percentage of CRM projects fail?

Accepted Answer

Published research places CRM failure rates at between 30% and 70% depending on how failure is defined. The consistent thread across all studies is that adoption, not technology, is the primary failure point.

Question 6

Why is Dynamics 365 so hard to use?

Accepted Answer

It is not inherently complex, but it is often configured that way in most implementations. The default configuration shows everything to everyone. A well-adopted Dynamics 365 environment is tailored to each role, hiding irrelevant fields, simplifying forms, and aligning navigation to actual workflows.

Question 7

How do I get my team to use Dynamics 365?

Accepted Answer

Start by understanding why they're not using it. Is it configuration complexity? Lack of role-specific training? No process ownership? No management visibility? The answer determines the fix. Our diagnostic call is specifically designed to answer this question.

Question 8

What's the difference between Dynamics 365 and Salesforce for adoption?

Accepted Answer

Both platforms face the same adoption challenges. They're both powerful systems that can be over-complicated by poor configuration. The principles of adoption are identical. Clearpath CRM specialises in Dynamics 365 specifically.

Question 9

Can Dynamics 365 be simplified for non-technical users?

Accepted Answer

Significantly. Business process flows, simplified forms, role-based security, and guided navigation can reduce the perceived complexity dramatically. Most users need access to fewer than 20% of the available features.

Question 10

How do I fix a Dynamics 365 implementation that went wrong?

Accepted Answer

The first step is understanding what specifically went wrong: was it configuration, training, process, data quality, or all of the above? Our recovery engagement starts with exactly that diagnosis before recommending any fixes.

Question 11

What does Clearpath CRM actually do?

Accepted Answer

We fix CRM adoption for UK businesses using Microsoft Dynamics 365. We don't sell licences, we don't do greenfield implementations, and we don't charge for features you don't need. We take underperforming CRM investments and turn them into systems people actually use.

Question 12

How long does an ADOPT™ engagement take?

Accepted Answer

The minimum engagement is 5 days. Most recovery and adoption projects run 5–10 days. Larger programmes with multiple teams or complex configurations can run longer. Everything is scoped and agreed upfront.

Question 13

Do you replace our existing CRM configuration?

Accepted Answer

No. We work with what you have. Our approach is to simplify and optimise your existing configuration, not rebuild it. We only recommend configuration changes where there's a clear adoption benefit.

Question 14

Do you work with small businesses?

Accepted Answer

SMBs are our primary market. We work with teams of 1 to 60 Dynamics 365 users. If you have more than 60 users, get in touch and we'll discuss whether we're the right fit.

Question 15

How is Clearpath CRM different from a Microsoft partner?

Accepted Answer

Most Microsoft partners are focused on implementation, configuring and deploying Dynamics 365. We focus exclusively on what happens after go-live: adoption, optimisation, training, and ongoing support. If your CRM is already deployed but not performing, that's our territory.

Question 16

How much does CRM adoption support cost?

Accepted Answer

Project work (ADOPT™) is £900 per day with a 5-day minimum (£4,500). Ongoing managed support (ADOPT+) runs from £450/month for teams of up to 10 users. All pricing is published on our pricing page. No calls required to get a number.

Question 17

Is there a minimum commitment?

Accepted Answer

For project work, the minimum is 5 days. For ongoing support, there's no minimum contract, just one calendar month's notice to cancel.

Question 18

What happens after an ADOPT™ engagement ends?

Accepted Answer

You receive a written recommendations report and a 30-day follow-up check-in is included. Many clients then move to ADOPT+ for ongoing support. There is no obligation. Some clients just need the one-off project.

Question 19

Do you offer ongoing support?

Accepted Answer

ADOPT+ is our managed support service. It covers operational break-fix, SLA-backed response times, and escalation management with Microsoft. Enhancement work beyond break-fix is available through prepaid hour banks.

Question 20

How do we get started?

Accepted Answer

Book a free 30-minute diagnostic call. We'll discuss your situation, identify whether there's a clear problem to solve, and if there is, we'll provide a written scope of work with a fixed cost. No obligation.

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