Pilot testing of the CRM is a critical step of the process. Each section of the CRM should be tested by one of the user that are most dependent on that section working optimally. Sales management should test the pipeline charts. Sales staff and Finance should test the commission reports. Sales, service, and admin general staff should test the usability of account, contact, opportunity, lead, and case screens. Administrators should evaluate management reports, and so on.
I always look at it this way. A year after your implementation, no one will remember clearly if it was on time, or on budget. All they will remember is if you produced a system that is now a critical part of the organization’s business processes, if they like the system, and if they felt like a part of its introduction.
Project managers should not be afraid to send the system back for re-work if the initial pilot testing indicates significant dissatisfaction with the usability of the system, or the accuracy...