Thinking about switching your CRM? You are not alone. In this article, you will learn the real reasons small and medium sized businesses leave their old CRM systems, based on an analysis of over 300 companies. We also share practical solutions and explain how a simple, user friendly CRM like Claritysoft can help avoid these common problems.
Why Small and Medium Sized Businesses Switch Their CRM
Recently, we analyzed over 300 small and medium sized businesses who had a Customer Relationship Management System and decided to switch to Claritysoft.
Here’s what we learned about why companies leave their old CRMs:
1. “My Employees Don’t Use It.”
By a clear margin, user adoption is the number one reason companies are dissatisfied with their current CRM solutions. Too often, companies select a solution based on name recognition. However, the most recognizable brands were developed to accommodate large enterprises.
For many small and medium sized businesses, these enterprise solutions simply do not fit. They are hard to navigate and extremely time consuming to implement.
Solution:
- Include your sales team in demos and software evaluation
- Ask your team: “Is this a simple CRM you can imagine using for day to day tasks?”
This is exactly where Claritysoft stands out, with an interface designed specifically for everyday use by small and medium sized teams.
2. “It Costs Too Much.”
Cost is another big reason companies switch CRMs. Many companies believe they can get by using the “low cost” version. Unfortunately, once implementation begins, they quickly learn that many critical features have been removed from the entry level package.
This is a common pricing strategy. Once necessary features are added, the price doubles or even triples.
Solution:
- Ask which features are included in each package level
- Confirm access to essentials like data storage and mobile access
- Compare total cost, not just entry pricing
Claritysoft is built with transparent pricing that fits the real needs of growing businesses.
3. “I’m Frustrated with Customer Support.”
CRM vendors should be experts at managing customer relationships. Shockingly, good customer support is difficult to find, especially for small and medium sized businesses.
Almost every company mentioned terrible support as a reason for changing vendors.
Solution:
- Pay attention to how the vendor approaches you
- Ask if you are at the center of the conversation
- Evaluate whether the sales team prioritizes your needs
At Claritysoft, customer support is designed around long term relationships, not just the sale.
4. “It’s Too Complex.”
Related to high costs, complexity is a major factor driving companies to change CRM solutions. Enterprise systems often require expensive consultants, which becomes a problem after implementation.
As business needs change, many companies do not want to pay every time the system needs updating.
Solution:
- Ask how much expertise is required to customize the CRM
- Ensure the system can grow with your business
Claritysoft allows easy customization without technical complexity, making it ideal for scaling businesses.
5. “I Can’t Get the Reports I Want Fast Enough.”
Finally, reporting was a surprising reason companies switched CRMs. Spending hours each week generating reports defeats the purpose of having a CRM.
Solution:
- Ask which reports are available automatically
- Find out what requires customization
- Understand what is needed to build custom reports
With Claritysoft, reporting is fast, clear, and designed for decision makers who need answers quickly.
For best practices on CRM adoption and reporting, you can also review guidance from Salesforce’s CRM resource center, a widely trusted industry authority.
Final Thought: Choosing the right CRM is about usability, transparency, and support. For small and medium sized businesses looking for simplicity and flexibility, Claritysoft offers a practical alternative to complex enterprise systems.
