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Knowledge Challenge
A friend thinks you can answer this question about CRM Modernization
You are the new CRO at a $400M ARR B2B SaaS company. The previous regime spent $6M migrating from Salesforce Classic to Lightning over 18 months. The IT team reports successful migration: all 280 custom fields preserved, all 47 page layouts ported, all 1,200 reports recreated. Adoption metrics are healthy. But forecast accuracy is unchanged at 62% (industry benchmark: 80%+ for mature orgs), and reps still complain CRM is a tax on their time. The board asks: did the $6M deliver value?