Step 3: Integrate Legacy and Third-Party Information Systems

Integration is an issue that, if not carefully planned, can delay the on-time implementation of a CRM system. Integration concerns which type and what quantity of data your company intends to bring into your CRM system, and may include information from legacy systems as well as from third-party sources. You will need to determine what data conversions need to be performed to get the data into your CRM system in a usable format, and what data needs to be populated into your CRM system. Since not all data formats are compatible, integration can be a tricky issue. All too often, companies attempt to integrate too much information from too many systems into the CRM system.

One piece of advice concerning integration: don't bite off more than you can chew! It is better to integrate less and bring your CRM project in on time than to integrate more and bring the project in late.