CRM Implementation Guide: 9 Steps to a High-ROI Rollout in 2026 – Shopify

Summary

In this episode Shopify’s CRM strategist Kristen Makin explains why 70 % of CRM projects fail and outlines a nine‑step roadmap for a high‑ROI rollout in 2026. The discussion emphasizes treating CRM as a strategic, cross‑functional operating model rather than a simple software install, focusing on unified data, AI‑driven prediction, and autonomous automation. Key takeaways include conducting a rigorous needs assessment, selecting a platform with strong scalability and integration, ensuring clean data migration, designing automated workflows, and establishing post‑launch governance. Makin’s expertise highlights the importance of ownership, stakeholder buy‑in, and continuous improvement to avoid the costly “fragmentation tax.”