With my eyes focused on visual studio, I didn’t even notice her walk into my office. No knock, no “hello”, just an aura of frustration crashed into one of my pleather chairs. I looked up to say “hi” and was met with a silent cry for help. I’ve seen this look before and knew whatever it was, it wasn’t going to be easy.
Turns out a new customer was coming to us after a failed CRM implementation with another partner. Doing what I do, I see it every now and again. This customer, was a really good kid, but unfortunately got mixed up with the wrong crowd. It happens. You can’t blame the kid, but sometimes those shiny lights turn out to have a dim glow and user adoption turns into user betrayal.
My colleagues frustrations came from how the configuration was all over the place. Fields were scattered all over the place; some were used, some were hidden, but all of it was a mess. We didn’t have a requirements document to fall back on, but we did have one crazy idea to solve this mystery… CRM Data Detective!