Why CRM implementations fail: Common pitfalls and strategic solutions
CRM implementations consistently rank among the most challenging enterprise technology initiatives. Organizations invest significant capital and resources into these systems, yet many struggle to realize expected value. The technology itself rarely fails the challenge lies in how organizations approach CRM as a strategic business transformation rather than a software deployment. Understanding why CRM implementations underperform isn’t academic. It’s the difference between gaining a competitive advantage through superior customer intelligence and writing off substantial investments while teams revert to spreadsheets and disconnected processes. Understanding CRM implementation challenges The strategic imperative Modern business competition increasingly centers on customer relationships. Organizations that understand customers deeply, their needs, preferences, behaviors, and lifetime value, hold significant advantages over competitors operating with fragmented customer data. CRM systems promise to consolidate customer intelligence, automate engagement workflows, and provide analytics that inform strategic decisions. When implementations succeed, they transform how organizations acquire, serve, and retain customers. The implementation reality Despite clear strategic value, CRM initiatives frequently encounter obstacles that prevent value realization: Financial impact Organizations absorb substantial costs beyond software licensing implementation services, data migration, integration development, training, and internal resources dedicated to deployment. When implementations stall or fail to drive adoption, these investments deliver limited return. Opportunity cost While internal teams struggle with underperforming systems, competitors gain ground through superior customer intelligence, automated workflows, and data-driven decision-making. The gap between CRM leaders and laggards compounds over time. Organizational impact Failed implementations damage trust in technology initiatives generally. Teams become skeptical of leadership’s ability to execute transformation, creating “change fatigue” that increases resistance to subsequent initiatives. Sales representatives who’ve endured problematic deployments won’t enthusiastically adopt future attempts. They’ll maintain personal spreadsheets and email while nominally “complying” with system requirements. Root causes that derail CRM initiatives CRM challenges stem from three interconnected domains: strategic misalignment, organizational readiness, and technical execution. Successful implementations must address all three simultaneously. Strategic misalignment Many organizations approach CRM as a technology purchase rather than a business transformation. Leadership approves a budget for “a CRM system” without defining success criteria or how the platform will drive strategic objectives. Unclear success metrics Without baseline measurements and target KPIs for adoption rates, data quality, sales cycle duration, or customer retention, teams can’t assess progress or demonstrate value. Misaligned stakeholder expectations Sales expects lead management automation while marketing prioritizes campaign analytics and customer service needs case management. Without a unified vision, the platform can’t satisfy competing requirements simultaneously. Insufficient executive sponsorship Implementations succeed when executives actively champion change, remove organizational barriers, and hold teams accountable for adoption. Delegating sponsorship to project managers without executive authority creates implementation challenges. Technology-first thinking Selecting CRM platforms before defining business processes and requirements leads to force-fitting operations into software constraints rather than aligning technology with business needs. Organizations implementing customer engagement solutions benefit from starting with strategic clarity about how CRM capabilities will transform customer relationships. Organizational readiness challenges Technology can’t compensate for broken processes or inadequate change management. Many CRM challenges stem from organizational factors rather than technical limitations. User adoption barriers Users abandon systems that make their jobs harder rather than easier. Common adoption obstacles include: Complex interfaces requiring extensive training Workflows that add administrative burden without clear value Mobile experiences that don’t support how field teams actually work Reporting that doesn’t answer the questions users need answered Change management gaps Organizations often underestimate the cultural transformation required for CRM success. Effective digital transformation recognizes that technology deployment is straightforward compared to changing how people work. Change management challenges include: Training that covers software features without explaining business process changes No communication strategy articulating why CRM matters to individual roles Failure to address “what’s in it for me” from the users’ perspective Lack of feedback mechanisms to identify and resolve adoption barriers Process immaturity: Automating broken processes amplifies their deficiencies. Organizations without documented, optimized business processes before CRM implementation struggle to configure systems effectively. Teams spend months debating process design during implementation rather than arriving at clear requirements. Technical execution challenges Even with a strong strategy and change management, technical missteps create implementation obstacles. Data quality issues: CRM systems depend on accurate, complete data. Common data challenges include: Incomplete or inaccurate legacy data that pollutes the new system Duplicate records that undermine reporting and automation Inconsistent data formats that prevent effective integration No data governance defines ownership, quality standards, and maintenance processes Organizations migrating from legacy systems frequently underestimate data cleanup requirements, causing timeline delays and budget overruns. Integration complexity: CRM platforms must integrate with ERP systems, marketing automation platforms, customer service tools, and other business applications. Integration challenges include: Point-to-point integrations that become unmaintainable as systems evolve Real-time synchronization requirements that impact system performance Data ownership conflicts when the same information exists in multiple systems No integration strategy addressing authentication, error handling, and monitoring Customization complexity: CRM platforms offer extensive customization capabilities, which become liabilities when overused. Organizations sometimes: Over-customize to match legacy processes rather than adopting platform best practices Build custom features that break with platform upgrades Create complex workflows that become unmaintainable Develop dependencies on specific consultants who understand custom configurations Successful implementations typically leverage platform capabilities rather than fighting them through excessive customization. Strategic framework for CRM success Organizations that consistently achieve CRM success follow structured approaches addressing strategy, people, process, and technology simultaneously. Foundation: Strategic clarity Define measurable business objectives Start by clarifying success criteria: Specific sales cycle duration targets Customer retention improvement goals Lead conversion rate increases Revenue forecasting accuracy benchmarks Customer satisfaction score improvements These objectives drive subsequent decisions about platform selection, configuration, and rollout strategy. Secure executive sponsorship Identify an executive champion who’ll actively remove organizational barriers, allocate resources, and hold teams accountable for adoption. This requires leadership authority that can’t be delegated to project managers. Establish a governance model Define decision-making authority for: Platform configuration and customization requests Data ownership and quality standards Integration priorities and sequencing Training requirements and timeline Budget allocation and change control Process optimization before automation Document and improve workflows Map current processes, identify inefficiencies, and
What are CRM features and why do they matter?
Are your sales reps drowning in admin work? Is your sales data scattered across a dozen spreadsheets? When you can’t get a clear view of your pipeline, you can’t forecast accurately, you can’t coach effectively, and you can’t hit your numbers consistently. You’re managing chaos, not a sales process. You need a way to bring order to your sales operation. You need a modern customer relationship management (CRM) system with the right features. Trish Bertuzzi’s The Sales Development Playbook emphasizes that sustainable sales growth comes from systematic process execution, not individual heroics. The right CRM software features operationalize this philosophy, creating a predictable engine for your sales team. A good CRM is more than just a digital address book; a system like this is a complete toolkit for planning, executing, and analyzing your entire sales strategy. But with so many options out there, which features of customer relationship management are truly essential? Our guide will give you a clear look at the core customer relationship management system functions you need to build a high-performing sales team. Essential CRM core features Let’s start with the absolute basics. Any CRM worth considering must have a solid foundation. Contact management A CRM must provide a unified, 360-degree view of every customer. A feature like this means that when a sales rep pulls up a contact record, they see everything: contact information, communication history, deal history, and any customer service issues. Having all your customer interaction history in one place is a core customer relationship management system features. A setup like this allows any rep to have an intelligent, contextual conversation. For a Fortune 500 client, we unified multiple CRM systems into a single global platform, reducing data redundancy by 65% and giving them this exact complete view of their customers. CRM dashboard and user interface If the software is hard to use, your team won’t use it. A clean, intuitive dashboard is crucial for user adoption. A good dashboard gives you a quick, visual summary of your most important metrics, like your open pipeline, activities due, and recent wins. Mobile CRM capabilities Your sales reps are often on the road. Good mobile sales applications are no longer a nice-to-have; a feature like this is essential. A mobile app allows your reps to access customer information before a meeting, update deal status immediately after, and log calls from their phone, ensuring your CRM data is always up-to-date. Advanced data and analytics features You can’t improve what you can’t measure. Robust reporting and analytics are essential. CRM analytics and reporting Thomas Davenport’s Competing on Analytics shows that data-driven organizations outperform their competitors. CRM analytics features turn sales from an intuitive art into a predictive science. You need customizable reports and a sales metrics dashboard that can show you key information like sales performance by rep, lead conversion rates, and sales cycle length. A feature like this gives you the data you need to be a great sales coach. Sales pipeline visualization A visual sales pipeline is one of the most critical features for any sales manager. A feature like this gives you a clear, drag-and-drop view of every deal, organized by the stages of your sales process. With sales pipeline visualization, you can see at a glance how many deals are in each stage, the total value, and which deals are getting “stuck” and need attention. A system like this is essential for sales funnel optimization. Sales forecasting When your pipeline data is accurate and centralized, you can forecast your sales with much greater confidence. Good sales forecasting tools use your historical data to predict how much revenue you’re likely to close in a given period. An accurate forecast helps you make better decisions about hiring and budgeting, improving your revenue forecasting accuracy. Sales management features A good CRM is a sales manager’s best friend. Look for these specific features to help you lead your team. Lead management and lead scoring A CRM should help you manage new leads from the moment they come in. A system like this should also include lead scoring algorithms. A feature like this automatically ranks your leads based on their demographics and engagement level, helping your team focus on the ones most likely to close. A system like this is a key part of an effective lead qualification process. Sales opportunity management An opportunity management system is where your reps will spend most of their time. A system like this allows them to track every deal, associate contacts with a deal, log activities, and see a clear path to closing. Employee performance tracking Jason Jordan and Michelle Vazzana’s Cracking the Sales Management Code demonstrates that sales managers must focus on leading indicators, not just results. CRM sales activity reporting and performance dashboards provide this forward-looking visibility, enabling you to coach the behaviors that drive results. You can track calls, emails, and meetings per rep to see who is on track and who needs help. Automation and AI features Automation is one of the most powerful aspects of a modern CRM. Automated workflows and approvals Your sales reps should be selling, not doing data entry. Sales workflow automation can handle the busywork. David Allen’s The Discipline of Getting Things Done emphasizes that trusted systems enable peak performance. CRM workflow automation creates this trusted system for sales teams. You can set up rules to automatically assign leads, create follow-up tasks, and send notification emails, ensuring no opportunity is lost due to poor execution. Artificial intelligence (AI) and machine learning The most advanced CRMs now include AI. Predictive sales analytics can analyze your data to provide insights that help your team sell smarter. AI can help you score leads, forecast sales, and even recommend the next best action for a rep to take with a prospect. Our AI-enabled teams are experienced in embedding AI-based use cases into solutions like this to create better experiences for our clients. Communication and collaboration features A CRM should be the central hub for all your
Key benefits of CRM sales management systems: Microsoft Dynamics 365
Introduction to CRM sales management systems In a world where every customer interaction matters, businesses need a sales management platform that’s not just powerful, but also intuitive, adaptable, and future-ready. Microsoft Dynamics 365 CRM stands out as a leader, helping organizations of all sizes streamline sales, boost productivity, and build stronger customer relationships. If you’re searching for a comprehensive guide on CRM in sales management, the features of Microsoft Dynamics 365 Sales, and how it can transform your sales operations, you’re in the right place. A CRM in sales management is more than a digital address book. It’s a central hub that brings together customer data, sales activities, and performance analytics. The best online sales management systems automate repetitive tasks, provide real-time insights, and help teams collaborate seamlessly. Key benefits of CRM sales management systems: Centralized customer and sales data Automated lead and opportunity tracking Accurate sales forecasting Streamlined workflows and approvals Actionable analytics and reporting Better team collaboration Modern sales management tools empower organizations to move beyond spreadsheets and manual processes, giving sales teams the edge they need to close more deals and build lasting customer relationships. What is Microsoft Dynamics 365 CRM? Microsoft Dynamics 365 CRM is a cloud-based solution designed to unify sales, marketing, and customer service on a single platform. It’s part of the broader Microsoft Dynamics 365 suite, which integrates seamlessly with tools like Outlook, Teams, and Power BI. The Microsoft Dynamics 365 Sales Module is purpose-built for sales teams, offering advanced automation, AI-powered insights, and flexible customization for any business size. Why Microsoft Dynamics 365 CRM? Unified platform for all customer interactions Real-time data and performance insights Scalable and customizable modules AI-driven recommendations and automation Deep integration with Microsoft 365 apps Microsoft Dynamics CRM is trusted by organizations worldwide to manage sales pipelines, nurture leads, and drive revenue growth. Microsoft Dynamics 365 sales module: Core features The Microsoft Dynamics 365 Sales Module is packed with features that make sales management smarter, faster, and more effective: Lead and opportunity management Capture, qualify, and nurture leads from multiple sources (web, campaigns, referrals) Score and prioritize leads with AI-driven insights Track opportunities through every stage with visual pipelines Contact and account management Centralized customer profiles with full interaction history Assign tasks, set reminders, and track all communications Manage accounts, contacts, and related activities in one place Sales forecasting and analytics Predict revenue and set realistic targets with data-driven forecasts Monitor sales performance by rep, team, region, or product Identify pipeline risks and coach teams for better results Sales automation and workflow Automate repetitive tasks like follow-ups, reminders, and approvals Use business process flows to guide reps through each sales stage Streamline handoffs between marketing and sales AI-powered insights Get recommendations for next-best actions Use predictive lead and opportunity scoring to focus on high-value deals Leverage conversation intelligence for call analysis and coaching Seamless microsoft integration Work within Outlook, Teams, and SharePoint without switching apps Use Power BI for advanced analytics and custom dashboards Access CRM data on the go with mobile apps Customization and flexibility Tailor forms, fields, and workflows to match your sales process Build custom apps and reports with low-code tools Scale from small teams to global enterprises How Microsoft Dynamics 365 sales improves performance Microsoft Dynamics 365 Sales isn’t just about storing data-it’s about driving results. Here’s how it transforms sales performance: Faster sales cycles Automated workflows and guided selling help reps move deals quickly through the pipeline. Visual indicators show exactly where each deal stands, reducing delays and bottlenecks. Higher conversion rates AI-driven lead scoring and opportunity management ensure reps focus on the most promising prospects. Personalized engagement and timely follow-ups boost win rates. Better forecasting Real-time analytics and forecasting tools give managers a clear view of pipeline health and sales trends. This helps set accurate targets and allocate resources efficiently. Enhanced collaboration Sales Hub Dynamics 365 and Teams integration make it easy for sales, marketing, and service teams to share information, collaborate on deals, and deliver a unified customer experience. Improved customer relationships A 360-degree view of each customer-past interactions, preferences, and open issues-enables reps to tailor their approach and build trust. Increased productivity Mobile access, automated data entry, and task reminders free up time for selling. Sales teams spend less time on admin and more time engaging customers. Actionable insights Built-in analytics and Power BI dashboards highlight trends, risks, and opportunities. Managers and reps can make informed decisions, backed by real data. Sales Hub Dynamics 365: Your sales command center Sales Hub Dynamics 365 is the central workspace for sales teams. It’s designed to simplify daily sales activities and put everything you need in one place. Key features of Sales Hub Dynamics 365: Modern, adaptive interface for web and mobile Unified workspace for leads, opportunities, activities, and analytics Built-in dashboards for pipeline, performance, and forecasting Access to premium features like sales accelerator and conversation intelligence Seamless Microsoft Teams and Outlook integration With Sales Hub Dynamics 365, sales reps can prioritize tasks, track progress, and collaborate-all from a single, intuitive dashboard. Real-world benefits: Why businesses choose Dynamics 365 Organizations across industries choose Microsoft Dynamics 365 sales for its ability to deliver measurable results. Here’s what sets it apart: Centralized, reliable data No more silos or duplicate entries. All customer and sales data lives in one place, ensuring accuracy and consistency. Automation that saves time From lead assignment to quote generation, automation reduces manual work and speeds up the sales process. AI that drives smarter selling Predictive analytics, lead scoring, and conversation intelligence help sales teams focus on what matters most. Seamless integration Work alongside familiar Microsoft tools. Update CRM records from Outlook, run meetings in Teams, and analyze sales data in Power BI. Scalability and flexibility Whether you’re a startup or a global enterprise, Microsoft Dynamics 365 CRM grows with you. Add new modules, users, or features as your business evolves. Security and compliance Microsoft’s enterprise-grade security and compliance features protect your data and ensure regulatory requirements are met. Real-world example
Build custom content templates in SharePoint easily
Your business is losing customers, whether you like it or not. McKinsey & Company recently discovered that only 13% of customers surveyed were loyal to one brand. According to the research, 87% said they shop around, and 58% have switched brands at least once. Why do people shop around? Why do customers look elsewhere for products and services? It’s time to determine why your business is losing customers and what you should do to remedy the situation. What are some ways you can check how healthy your customer engagement is? Your growth metrics, such as profits, conversions, brand retention, loyalty, profitability, etc., will all suffer if engagement levels drop. Here are some possible explanations for why these metrics might be declining: Not every customer is the perfect match for your product. It doesn’t matter if it isn’t right – like the diabetic who bought Ben & Jerry’s for their shopping cart or the environmental activist who purchased a Humvee. This could have been an honest mistake; they may have been sold misleading information. This would mean that such customers would no longer take your services. Some organizations can create this problem by intentionally targeting the wrong customers. For instance, there are many ‘family-oriented’ hotels that identify a business opportunity but lack adequate amenities. This results in wasted time and money as customer retention efforts must compete against new customer acquisition efforts. Partial vew of customer It can be frustrating for customers if you don’t have a comprehensive view of them. They need to share and reshare information with each other every time they call, but what if there was an automated system that could do all this work for you? The customer relationship management software keeps track of every client detail, such as past conversations and support queries. All these details can be accessed with the click of a button, freeing your team to focus on what they do best: selling, retaining, and developing customer relationships. Delivering poor customer service Today’s consumers have high expectations for customer service. In turn, Amazon and Apple have set high standards for customer loyalty: By placing customer satisfaction at the core of your business model, companies will experience greater success and improved customer retention. Both large and small businesses can learn from these examples to boost competitiveness and retain more clients. What defines customer service? Customer service is about being consistent, reliable, and responsive to every interaction. A bad customer experience can quickly turn potential customers away from your business and cause them to search elsewhere for services. During interactions with customers,– the most impactful thing is how much you know about the customer and how promptly you respond when questions or problems arise. A business needs to set goals for positive resolutions and response time targets, train customer service and sales teams properly so they know how to do the right thing when necessary and reward them accordingly. Use of outdated technology Technology plays an integral role in today’s brand loyalty equation. Consumers have high expectations and short attention spans, plus they are less tolerant of inefficiencies. If customers experience slow checkouts or a lack of online payment options, they may switch to businesses offering better customer service. Lacking adequate technology can cause customers to leave, leaving you with the task of keeping them satisfied. Make sure your websites load quickly across all devices, maintain a strong presence across social media channels and stay up to date. Furthermore, technology can be used to enhance products and services – for example, restaurants may want to consider listing on delivery apps so customers who prefer ordering takeout online can easily do so. Your product/service did not meet their expectations. Customers who are dissatisfied are likely to vent on social media platforms. Furious buyers may also post negative reviews in order to let others know they are not contented with their purchase. Your service should be tailored according to customer feedback. This feedback should be available to your product and service teams in terms of actionable data. Take this into account when creating or redesigning the offering. Partner with an experienced customer experience design consultant and someone who can help you draw customer insights into something meaningful. It takes a lot to produce or deliver a quality product or service that makes customers happy. Lack of coordination between team members Imagine you need to reassign one of your top sales reps from your company who leaves unexpectedly. The handover is incomplete and disorganized, lacking context regarding past interactions with prospects. This scenario frequently occurs within companies. Your team’s disarray will be evident to customers. What does this mean for customers and prospects alike? What outcome is likely to emerge? Customer engagement solutions like Microsoft Dynamics 365 Sales enable you to build strong relationships and take action based on insight, and close more deals quickly. This tool enables you to store all previous conversations (email, phone calls, messages) in one central location for the easy handover of information. Because the system records all customer interactions, it doesn’t matter if a query isn’t answered by the same person each time. Customer engagement in an age of fluttering loyalty In today’s highly competitive environment, running a business can be challenging. Acquiring new customers is expensive while existing ones don’t tend to stick around. Your business must survive in this climate of diminishing brand loyalty. Therefore, improving the customer journey is essential – even if it means uncovering signs that it might be declining. Recent findings by Gallup indicate that customers who are highly engaged generate 23% more revenue per customer than average customers. A customer engagement plan can help foster trust and enhance communication with clients. Customer success for any business isn’t solely determined by the number of new subscribers it attracts; it also depends on how well existing customers are retained. To keep customers engaged, create clear customer engagement and marketing strategies. Connect with your customers in a way they enjoy. Customer relationship management solutions offer
CRMs and CDPs: The difference
Marketing, sales, and product data are essential to best serve customers. You also need a way to collect and manage it. This need can be fulfilled by two platforms: customer relationship management (CRM) and customer data platforms (CDPs). The newest entrants to this space are Customer Data Platforms (CDPs). These platforms are used to better understand customer behavior and provide more targeted marketing and sales efforts. What is a Customer Data Platform? A customer data platform (CDP) enables you to create and maintain richly descriptive profiles of customers. This view includes all data types and is sourced from all data repositories. CDP can unify and collect a variety of data from websites, point-of-sale systems, and social media. They also integrate with your comprehensive business management solutions like ERP, CRM, and eCommerce solutions. The platform unites and cleans data, making it available to all systems within the organization for the purpose of supporting the creation of customer profiles, segmentation, and more targeted marketing. Marketers can create advanced analytics using the right analytical and reporting tools, which can be integrated with a CDP platform. This includes reports, dashboards, and KPIs that can provide customer segmentation and sentiment insight they can use for personalizing marketing campaigns and customer interactions. A Forrester survey revealed that, while many organizations have significantly increased the amount of consumer data they have, only half of them are able to use the data to personalize customer interactions. A majority (38%) of respondents to the survey identified siloed consumer data as a barrier to personalized customer interactions. A Gartner survey also found that organizations that share data with other departments can enjoy a threefold increase in economic benefits than those that don’t. How is customer data platform (CDP) different from CRM and complements CRMs? The key difference between CRMs and CDPs is that CRMs track interactions between specific accounts and your brand. CDPs monitor overall customer behavior and provide insight into the customer journey. They use integrations and code snippets embedded within different touchpoints to automatically collect, clean, and consolidate user behavior data, such as desktop, mobile devices, and even CRMs. CRM, on the other hand, manages individual customer interactions through the manual collection of information during 1-on-1 transactions between customers. CRM data is extremely specific as it refers to details that are unique to customers, such as their names, contact information, and past interactions. What do CRM and CDP do to gather and manage data? CDPs automatically collect data using different touchpoints and devices via APIs and code. This allows them to gather large amounts of customer data. The majority of data is first-party data. These data are directly collected from customers through forms, cookies, and other digital engagements. You have complete control of it. Some of the data contained in a CDP are third-party data, information collected by outside providers. This means that your company doesn’t have any direct connection with the consumer. This is important because third-party data can be stolen, bought, or collected without consent. Because the data comes from multiple sources, CDP data cannot be used during collection. The CDP cleans and combines the data after collecting it. To transform the “clean” data into a single view you can use to analyze brand behavior, the central database stores it. The automated data collection from CDP allows you to store data in the database for extended periods of time. This allows you to build customer profiles and create more strategic campaigns. On the other side, CRM data is created manually by salespeople or via automation tools to enter contact engagements and sales activity. This is sometimes referred to as first-party data about consumers. It is the data that your company owns. CRM data is focused on recording an interpersonal or transactional interaction, such as notes from the most recent sales call. This information can be used to guide future interactions. Integrations with ERP, financial, and marketing automation systems can bring additional data into the CRM system. How to determine if an organization needs customer data platform (CDP)? It’s not an issue of either/or for most companies to choose between CRMs and CDPs. It’s easy for a CDP to be the right solution for you if you are addressing a specific need in your team. If you are looking for ways to improve the user experience of your audience and to be more competitive in your industry, then consider investing in both. If you want to manage customer relationships more efficiently and personally, a CRM like Microsoft Dynamics 365 Sales and Marketing is a great solution. CRMs are great for all types of teams and can be invaluable in an emergency. Many businesses start with a CRM but realize it’s not enough. CRMs are not like CDPs. They don’t give a single view of all the information you have about each customer. CRMs are designed to aid future interactions with customers. If you want to know more about your customers and their interactions with your business, a CDP like Dynamics 365 Customer Insights is a great tool. This gives you a wider view of your customers that you can use in many ways, from marketing to product development to business decisions. Can CRMs and CDPs be used together? Although CRMs and CDPs have different sales and marketing data management options, they don’t necessarily need to be chosen. Each plays a unique and valuable role in improving customer experience. You can use the rich source of PII/behavioral data in a CRM to pull it into your CDP, where it is normalized and becomes part of the overall customer profile in real-time. You can also use CRM to input the CDP. However, this is less common due to integration problems in many CRM systems. Get in touch with us if you would like to start a CDP journey, CRM journey, or both! Saurav Pranay Saurav is a Microsoft certified member for Dynamic and Project Online and has over fifteen years of experience in Project and Process management and