Five Hidden Costs in Switching CRM Programs

Some changes are painless and enjoyable, like a new car, new furniture or a new puppy. Some are not, like changing spouses or CRM programs.
Sure that good lookin' young thing might seem enticing, but before you make your move it's important to consider the consequences. OK, I'll get off my cougaresque analogies here and just stick with CRM changes.
If you use your CRM program as an address book and calendar then you can probably switch with little damage. That's kind of a good news bad news thing. GOOD NEWS that you can switch painlessly, BAD NEWS because your CRM program should be a core of your business, and instead it's just a different colored address book and calendar. If that's the case, you should check our list of what you should be getting from a CRM program. Switching will not solve your problem. You'll spend a lot of money and have the same problems. If your CRM program does play important roles in your company, then you should think carefully before you hop in bed with a new program.
Here are some of the biggest and most costly factors. Not just for immediate expense but for long term damage to your business.

1. Data migration - Look closely at what data will be migrated to the new program. Contacts are easy, calendars probably with a sync through Outlook, but what about history, linked documents, additional contacts, EMAILS attached to contact history records, knowledge base entries, etc. The cost to even partially convert data from one platform to another can easily be tens of thousands of dollars. And if, and when it's all moved, what will you have gained? BTW make sure to find out what is involved in getting all of that data back out in a year or two!
2. Hidden costs - In the beginning, the costs you look at are cost per license, maintenance costs, training and installation. But the biggies are customization, report writing, data migration. One extremely well known on line CRM provider has a stable of consultants who charge $200 per hour just to show up. 
3. Reports and measurements - If you are using your CRM program, you are putting a lot of info in. Hopefully you are getting business critical reports out; Pipeline, neglected contacts, completed and scheduled activities by rep, reports on types of customer groups, to name a few. Will your new program provide the info you run your business on? Exactly? Make sure. 
4. Learning curve - If you finally have the majority of users using the program, don't assume that they will all migrate smiling into the new CRM. Most people resist change. Make sure there is something in it for them. Make sure that you have all the customized pieces together before you change or you will be dragging your users through a quagmire of "bug fixes". We've seen successful programs crash and burn
5. Training - If you make the change, invest in training. Logically, you switch CRM programs because the change will offset the cost and add to your bottom line for years to come. Sin #1 is save money by not training everyone to use the system. ...Doesn't that sound silly?  But it is the most common reason for failure. 

Stop! & Think before you switch!

There are a lot of other considerations, including switching for the wrong reasons, like i need it sync with my blackberry. Or, gee it's only $50 per month, (for the rest of your business life, also see items 1 & 2 above.)

Got a good or bad switch story? Add a comment below? Need a little advise, give me a call.