14/05/2026
Yesterday, we recommended that a client implement a CRM system that is estimated to be the 15th largest in the rankings. Why did we rule out the 14 larger ones and the 5 smaller ones?
When choosing an IT system, CRM, ERP, sales framework, management framework (e.g., OKR, BSC, Scaling Up), etc., it’s important that the system feels right to you.
Tension arises during the selection and implementation process—and that’s completely natural. On the one hand, the system imposes constraints—which is good, because it means order. But it mustn’t be an order that constrains you to the point of destroying you.
Selecting a quality system, therefore, means first and foremost understanding how you work and think. Because it makes absolutely no sense to implement a framework or IT system that your work style or mindset won’t accept.
On the other hand, it is essential to have a very deep understanding in advance of the limitations of each system. Limitations can be both an advantage and a trap. This is a common mistake made by companies that do not know the systems thoroughly—and allow a vendor to impose something on them. After a year of work and numerous paid invoices, they discover that the system does not suit them—and cannot be changed.
We, for example, address this by offering the client three to five options out of perhaps 20 possible CRMs, ERPs, or strategic frameworks. And we re-examine and discuss which one will be most beneficial for the client.
"On the other hand again," as I like to say, it is very often necessary to customize the system a bit. But it mustn’t be too much. The logic of a given system—in the case of good systems—is usually very well thought out. And very often, requests for excessive customization reveal long-standing unresolved issues within the company rather than the company’s specific needs.
The em dashes (—) are a stylistic choice, not—in my case—the result of AI.