Why Small and Medium Businesses Leave Their Old CRM Systems
On this page you will learn the real reasons why small and medium sized businesses decide to switch CRM platforms, based on an analysis of over 300 companies. If you are evaluating a new CRM or struggling with your current one, these insights can help you avoid common mistakes and choose a system that actually works for your team.
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:
Reason 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.
Unfortunately for many small and medium sized businesses, 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?”
CRM platforms like Claritysoft are designed specifically to improve adoption by keeping everyday sales tasks simple and intuitive.
Reason 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 they start the implementation process, they quickly learn that many of the critical features they require have been removed from the entry level package.
Once they add the necessary features, the price doubles or even triples.
Solution
Ask which features are included in each package level, such as data storage and mobile access. If you only need the basics, you may be fine. If not, broaden the vendor search so that you can get a true cost comparison.
Many small and medium businesses find that Claritysoft offers transparent pricing without forcing upgrades for essential features.
Reason 3 I’m frustrated with customer support
CRM vendors should be experts at managing their customer relationships. Shockingly, good customer support is difficult to find among the large vendors, 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. Are you at the center of the conversation? Does the sales team have your best interests in mind, even if you don’t purchase?
This is an area where Claritysoft consistently stands out for small and medium businesses.
Reason 4 It’s too complex
Related to high costs, complexity is a major factor driving companies to change CRM solutions. Enterprise solutions require expensive consultants, which becomes a problem after implementation.
Inevitably, the needs of a business change, and many companies don’t want to write a check every time they want to update the system.
Solution
When evaluating CRM software, find out what level of expertise is required to customize the software as your business grows.
Flexible platforms like Claritysoft allow teams to adapt without relying on consultants.
Reason 5 I can’t get the reports I want fast enough
Finally, reporting is a reason that companies switch and frankly, this was a surprise finding in our analysis. Spending numerous hours every week to get meaningful reports out of the system defeats the purpose of efficient CRM.
Solution
During demos, ask about reporting features. Be sure to find out what reports are provided automatically, what has to be customized and what is required to develop custom reports.
According to Gartner, ease of reporting and usability are key success factors for CRM adoption in small and medium businesses.
With built in reporting designed for speed and clarity, Claritysoft helps teams spend less time building reports and more time acting on insights.
