Use this:
A CRM is only useful if the whole team uses it the same way. This project managed the end-to-end implementation of a CRM system for Tāhuna Consulting — from platform selection through to go-live — replacing scattered spreadsheets and informal tracking with a single system the whole team could rely on.
Problem
Tāhuna Consulting was managing client relationships across spreadsheets, email threads, and individual memory. There was no consistent picture of where each relationship stood, follow-ups were missed, and critical information lived with individuals rather than the team.
The problem wasn’t effort — it was the absence of a shared system.
Approach
I structured the project across four work packages with clear ownership, dependencies, and sign-off points at each stage:
- Mapped requirements before evaluating platforms — not the other way around
- Built in a one-week overlap between Discovery and Configuration to reduce lag
- Designed the training phase around how people actually work, not just how the system works
- Required formal sign-off before each phase could begin to prevent scope creep
Progress was tracked weekly against the Gantt with a RAG status update every Friday.
Solution
An eight-week implementation project including a work breakdown structure, Gantt chart, responsibility matrix, and monitoring framework — covering Discovery & Selection, Configuration & Setup, Team Training, and Go-Live & Review.
Outcome
Tāhuna Consulting moved from scattered, memory-dependent client tracking to a single system with consistent processes, clear ownership, and a team that knew how to use it from day one.