Initially, it is important to understand what the client wants and assess whether there are workaround solutions or customizations. If none are possible or make sense, acknowledge the objection, agree with it, and always emphasize the positive aspects of what has already been built or explore new directions where we can advance in areas that provide the best investment opportunities.

I know that about 50% of CRM implementations fail because a vital step is often skipped. In my job, 90% of my clients come to me after a failed implementation. The first step is to do a proper scoping project. We meet with all the stakeholders, leaders of each area, and power users to understand the issues. We identify what is important to each of them and then map out the solution accordingly. This way, we ensure we implement a solution everyone is happy to use.

An exemple I’ve seen is some professionals listen to the customer wishes and than just make a promise that it was possible and write User Stories without sure about the possibility. Resuming, the customer expected that and than he had to hear his wishes wasn’t possible to be achieved. Thinking about it, I prefer to listen to the client, I note the wishes and expectations and than analyse if it is possible in standard way, if it need to be customized and advantages of each option. This way the client doesn’t get surprised and disappointed about his expectations.

When faced with CRM system limitations, I set expectations early, explaining what the system can and cannot handle, as I did during the Technology Leverage for Performance Evaluation project. Using the GROW model (Goal, Reality, Options, Will), I guide clients through their frustrations by exploring alternatives—whether it's an integration, a future update, or offering training to make the most of the available features. I keep the conversation forward-looking and productive. A great read is "Radical Candor" by Kim Scott, which teaches how to balance empathy with directness. When I gently explain a limitation, I like to say, “It’s not a bug, it’s a feature in waiting!”

Maintaining transparency and trust through effective communication is paramount in business relationships. By openly discussing your capabilities and limitations, you foster understanding and credibility. Proactively offering alternative solutions or exploring future improvements demonstrates your commitment to addressing client concerns and building trust. Additionally, providing training or resources empowers clients to utilize your services effectively, minimizing misunderstandings and frustrations. While every product has inherent limitations, a skilled relationship manager plays a crucial role in setting clear expectations and avoiding potential conflicts.

When dealing with frustrated clients regarding CRM system limitations, it's essential to approach the conversation with empathy and transparency. Begin by acknowledging their concerns and expressing understanding for their frustrations. Explain the limitations of the CRM system in a clear and concise manner, focusing on the specific functionalities or features that are causing issues. Emphasize the benefits of the system while acknowledging its shortcomings. Offer alternative solutions or workarounds that may mitigate their frustrations. By communicating openly and honestly, you can build trust and maintain a positive relationship with your clients.

When dealing with dissatisfied clients about CRM system restrictions, begin by acknowledging their dissatisfaction and empathizing with their problems. Clearly and clearly describe the system's limits, providing context for why they exist. Provide alternatives or workarounds to meet their concerns, as well as a description of any forthcoming developments. Finally, tell them that you will continue to help them and work to resolve their problems. This strategy fosters a pleasant bond while effectively meeting their requirements.