When businesses consider enhancing their Customer Relationship Management (CRM) system or designing a new one from scratch, they often approach the process with a straightforward request: "Just give us a quote". While it is understandable a business would like to understand the investment required to see their vision come to life, it is important to understand that small details can have a significant impact on cost. Much like commissioning a custom-built home, you would not expect to go to a builder and ask “How much would it cost to build a house?” without providing detailed plans that the builder can reference to identify the true cost. Implementing or enhancing a CRM system requires detailed conversations with experts to ensure the final product aligns with your unique needs.
At Praxis, we’ve learned long ago that providing a quote based on too-little details will frequently result in an unhappy customer as new requirements are identified and costs start to increase. Instead of providing a quote with nothing to base it on, we want to deeply understand your needs to provide you with a comprehensive view of the future-state of your Salesforce implementation. For most projects, here are a few reasons why additional conversations aren't just necessary but critical.
1. Your Business Is Unique (just like every other business)
No two businesses operate in exactly the same way, and your Salesforce implementation should reflect your unique workflows, goals, and challenges. A Salesforce Architect functions like a building architect, taking the time to understand your organization’s structure, processes, and future aspirations. And while in some way your business shares many similarities to other businesses, without this deep dive, it’s impossible to design a system that truly serves your needs. A one-size-fits-all approach risks creating inefficiencies and frustrations that could hinder adoption and productivity.
2. The Complexity of CRM Systems
Salesforce and other CRM platforms are incredibly powerful because of their flexibility and scalability. However, this power comes with complexity. A seemingly simple enhancement—like automating a lead-to-opportunity process or integrating with a marketing platform—might have ripple effects across your entire system. It’s essential to understand how every change interacts with existing processes, data structures, and integrations. This requires the expertise of a Salesforce Architect who can assess these nuances and design solutions that avoid unintended consequences.
3. The Importance of Discovery
Discovery is the process through which we gather requirements, identify pain points, and explore potential solutions with stakeholders. It’s similar to how a building architect meets with clients to discuss lifestyle needs, preferred aesthetics, and budget constraints before drafting a blueprint. Skipping this step can lead to incomplete or inaccurate estimates, misaligned expectations, and, ultimately, a system that doesn’t meet your needs.
4. Cost and Timeline Transparency
Post-discovery review provides clarity on both costs and timelines. Without understanding the complexity of your requirements, a design firm can only offer a ballpark figure, which is unlikely to reflect the final investment. It could be significantly higher as the consultant ‘pads’ the numbers to account for everything they don’t yet know, or it could understate the true cost if the consultant cannot predict the expected complexity of the implementation. Discovery ensures that all variables are considered, enabling the architect to provide a detailed roadmap and realistic budget.
5. A Collaborative Approach
Salesforce enhancement or design isn’t a transactional process; it’s a collaborative journey. Architects don’t just execute a pre-set plan—they guide you through trade-offs, prioritize features, and adapt designs as your needs evolve. This partnership ensures that the final product isn’t just functional but transformative for your business.
6. What you need vs. what you asked for
One of the most important skills for an Architect is to read between the lines, and identify the gap between what was asked and what is really needed. An experienced architect can tell when the requirements don’t tell the whole story, and can ask the right questions to fill in the blanks. This can make the difference between a smooth and successful go-live, to one that is riddled with constant fixes, tweaks, and ‘critical enhancements’ for features that were never discussed.
Summary
Asking for a CRM quote without a meeting is akin to asking a builder to construct a house without a blueprint. The required complexity, customization, and integration demand thoughtful planning and collaboration. By engaging with a Salesforce Architect or design firm, you invest in a tailored solution that works on day one, aligns with your goals and drives meaningful business outcomes. Take the time to meet with an expert—it’s a foundational step toward CRM success.
What Can You Expect Working with Praxis
When you reach out to Praxis to obtain a quote for services, we’ll meet to understand the solution you are looking for. During that meeting, we’ll rely on our vast experience with prior and existing customers to determine if the requirement is clear enough to provide a quote, or if additional discussion is needed to gather properly documented requirements.
In some cases, we may be able to gather the necessary information in a single follow-up call, while in other cases the complexity will be high enough that a paid discovery engagement may be necessary before a realistic quote can be provided.
In both cases, the first stage in any project is the solution design and documentation phase, during which we document a solution based on our understanding, and give you the opportunity to review and identify gaps, if any, before work actually begins.
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