Pivot CRM Migration Before Launch

Project Context

HubSpot is replacing its legacy sales workflow tool with a new CRM workflow automation module for mid-market customers. You are the program manager leading a 10-person cross-functional team (4 engineers, 2 QA, 1 designer, 1 data engineer, 1 product manager, 1 solutions architect) targeting a launch in 12 weeks because the current vendor contract expires at quarter end.

Two weeks into execution, new information changes the plan: a data audit shows that 18% of customer workflow records in the legacy system have inconsistent field mappings, and Legal flags that customer activity logs older than 24 months cannot be migrated into the new system without updated consent language. The original roadmap assumed a full migration for all 1,200 pilot accounts at launch.

Key Stakeholders

Sales Operations wants all pilot accounts migrated on time to avoid retraining on two systems. Legal prefers delaying launch until all compliance issues are resolved. Engineering wants to reduce scope and launch only core workflow automation. Customer Success is concerned that a partial migration will increase support volume for top accounts.

Constraints

• Timeline: 12 weeks total; no extension available
• Budget remaining: $180,000
• Pilot scope: 1,200 accounts across North America
• Engineering capacity: 4 engineers, with 1 shared 30% on production support
• External dependency: vendor data export API rate-limited to 500,000 records per day

Complications

1. The VP of Sales has already committed the original launch date to three strategic customers.
2. The legacy vendor will charge an additional $90,000 for a one-quarter extension if you miss the deadline.
3. QA discovers migration defects are concentrated in enterprise accounts, which are the highest-revenue pilot customers.

Deliverables

1. Propose a revised execution strategy after the new information is discovered.
2. Define what scope should launch on time versus what should be deferred.
3. Create a stakeholder communication and escalation plan.
4. Identify the top execution risks and mitigations for the revised plan.
5. Outline launch readiness criteria and a rollback or contingency approach.