Navigating Complex Implementations
When it comes to enterprise infrastructure projects, like Salesforce CPQ and Billing implementations, executive leaders are faced with some pretty important decisions that can make or break the success of these initiatives.
One of the biggest questions is: How do we manage this project? Should it be handled across different departments (interdepartmental), or is it better managed within a single department (departmental)? It might sound straightforward, but this choice is full of potential missteps.
Let’s walk through some common challenges and what decision-makers need to keep in mind to make sure everything goes smoothly.
Common Misconceptions and Missteps
Not to be negative, but understanding the failure points will help us be aware of any potential issues that could derail the project or blow the budget. We’ll share the ones we commonly see. Just remember that your red flags will be unique to your organizational culture.
One-Size-Fits-All? Not Quite.
Treating every project the same is a recipe for disaster. Projects vary in scope, complexity, and the unique challenges they present. What works for one may not work for another, so trying to force the same strategy across the board is a common mistake.
Underestimating the Interdepartmental Web
When projects span multiple departments, the complexity goes up – fast. There are more stakeholders, more goals, and more resources in play. If you don’t plan with this in mind, things can unravel quickly.
The Danger of Biased Oversight
If a project manager reports directly to one of the departments involved, things can get tricky. When conflicts arise, their loyalties might cloud their decisions, leading to an imbalance in how resources and attention are distributed. Neutral oversight is a must here.
Communication Breakdown
We all know how crucial communication is, yet it’s often the first thing to slip in these big projects. Miscommunication between departments can delay projects and cause endless headaches.
Fighting Over Resources
Who gets what? If resources aren’t distributed fairly or effectively, you’ll quickly run into conflict. Balancing the needs of different departments is a tough but necessary task.
Ignoring Risk Management
In high-stakes, complex projects, skipping out on risk management is a major misstep. A solid plan to manage potential risks will save you from a crisis down the road.
Rigid Project Plans
Flexibility is your friend. In dynamic environments, a rigid approach can leave your team struggling to adapt to changing needs or unexpected roadblocks.
Key Factors in Your Decision-Making
When choosing between an interdepartmental or departmental strategy, there are a few critical factors to consider that can significantly impact the project’s success.
Project Scope
If scope creep gives you the actual creeps, listen up!
If your project affects several departments, you’ll likely need an interdepartmental strategy. More moving parts mean more coordination and a bigger-picture approach ensures nothing gets missed. Even if you start in one department and plan to scale, you’ll want to consider the future state of your approach.
Remember, scope creep is not always a bad thing. Project managers need to have a strategic process to pivot and evolve with the needs of the business. Having a clear communication circuit is critical in being able to shift across the organization.
Resource Allocation
The temptation is always to put your top performers—the A-team—on your most critical, high-stakes projects. And that makes sense. After all, who better to handle the pressure and ensure success? But here’s the issue: even your top talent has limits. If you stretch them too thin, asking them to juggle multiple responsibilities, you risk burning them out. Burnout leads to turnover, which can set your project back more than you might anticipate.
That's why it’s essential to have a solid plan in place to backfill roles or delegate some tasks, ensuring that your implementation team gets the support they need. That’s your job as the project leader. It’s not just about completing the project at hand but also about sustaining your team's energy for the long run.
Another thing to keep in mind is when you’re pulling resources from different areas of the company—something that’s common in cross-departmental projects—coordination becomes crucial. You can’t expect everyone to naturally see the big picture if they’re focused on their individual tasks. This is where having an independent project manager can make all the difference.
An independent project manager can monitor all moving parts, ensuring that the broader strategy stays intact and that small issues don’t become major problems down the road. Their job is to see what others might miss and to make sure that resources are being used efficiently without overwhelming any single person or team.
In short, resource allocation isn’t just about picking the right people for the job; it’s about supporting them throughout the process and making sure that their workload is manageable. With the right structure in place, you can avoid the pitfalls of burnout and keep the project moving smoothly to completion.
Specialized Expertise
We all know someone like Rodger from accounting—the guy who has built a truly monstrous spreadsheet that he’s been using for 30 years. The thing is, it works for him. He gets the job done, so no one really questions him. But deep down, we all know this method is far from efficient.
The challenge is that Rodger has become so comfortable with his system that it’s tough to imagine him changing his ways. Now, people like Rodger are often labeled as “resisters,” but let’s rethink that for a second. In reality, Rodger’s tribal knowledge and experience can be a huge asset if leveraged appropriately.
Rodger knows the ins and outs of the data, he understands the history of the business process, and he’s influenced by his peers. The trick is finding a way to bring him on board with changes while valuing his expertise. A good project manager will see Rodger not as a roadblock but as someone who can actually help guide the transition. By making him feel involved in the decision-making process—maybe even giving him ownership of certain aspects of the change—you’re more likely to get his buy-in. This can transform a potential challenge into a valuable partnership for the success of the project.
Now, the more diverse your group of stakeholders—each bringing their own unique perspectives, pain points, and priorities—the more likely you are to choose an ERP solution that truly meets the needs of the entire organization.
However, it is more critical to have someone who can keep things aligned across departments. This is where an independent project manager steps in. Their role is to smooth out those competing priorities, navigate the interpersonal dynamics, and ensure that everyone stays on the same page, whether it’s Rodger from accounting or another key player from marketing, IT, or operations.
At the end of the day, having someone who understands how to balance these relationships and bring stakeholders together can be the difference between a project that’s constantly fighting internal friction and one that moves forward with synergy and focus.
Complexity and Risk
We’ve saved the best (or should we say most important) for last: complexity and risk. Whether you subscribe to Gartner, McKinsey, or any other industry analyst, one thing is clear—around 80% of digital transformation projects fail or, at best, require extremely costly course corrections. And that’s not just a number to scare you; it's the reality. When an implementation goes wrong, it can cost your organization millions—sometimes even billions, depending on the scope. But the damage doesn’t stop there.
A failed implementation can blow up your company culture, creating frustration and distrust among teams. It can sever the bond of trust you’ve worked hard to build with your customers. It can erode morale, stall momentum, and, in some cases, lead to leadership changes. The ripple effects of a failed transformation can be devastating, and honestly, we could go on all day listing the potential repercussions.
This is why the more complex and high-stakes your project, the more important it is to have a neutral overseer—someone who can stay above the fray and keep the communication channels open. An experienced project manager can help manage the chaos, ensuring that even when things feel like they’re spiraling, the project stays on track. They’re the ones who maintain a bird’s-eye view, stepping in to mitigate risks before they escalate and steering the ship when it feels like the waves of complexity are about to crash overboard.
Now that we’ve sufficiently terrified you, here’s the good news: there is hope, and it lies in strong, consistent project management. A skilled project manager helps you navigate these choppy waters by staying focused on the end goal while balancing all the moving parts. They create order out of chaos, aligning teams, managing expectations, and keeping stakeholders informed. It’s their expertise that can prevent your project from becoming another statistic and instead lead it to a successful, sustainable conclusion.
Structuring Your Organization for Success
Now, beyond just managing the project itself, how you structure your organization and who you hire also plays a critical role in successful implementations.
Aligning Your Org Structure: Your organization needs to be set up to support these interdepartmental goals. Sometimes this means creating cross-functional teams or even new departments.
Strategic Hiring: You’ll want to bring in people who have both the expertise in their field and a solid understanding of how to work across departments. It's all about balance.
Building a Talent Pipeline: Projects come and go, so it’s important to ensure you have a steady flow of talent to handle both current and future needs.
Training and Development: Keep your team’s skills sharp and prepare them for the nuances of large, complex projects.
Consultants Can Help: When you need outside expertise, consultants can fill the gaps. They can also offer a fresh, neutral perspective, avoiding the potential bias of internal employees.
Wrapping It Up
Successfully managing complex technology implementations like Salesforce CPQ and Billing isn’t easy, but with the right project management strategy and organizational structure, you’ll set yourself up for success. Whether you go with an interdepartmental or departmental approach, be sure to consider the scope, complexity, and unique needs of your project.
And don’t forget—sometimes, bringing in outside help can make all the difference. It provides impartiality and deep expertise without the long-term commitment of hiring full-time employees.
I hope you found this information helpful. If you have questions for would like to have a conversation about managing implementations, please feel free to shoot me a DM on LinkedIn or reach out directly at robertl@lightbridgesolutions.com.