Gill Walker – CRM Success Catalyst, Speaker, Educator, D365 Project Manager, Microsoft Dynamics 365 Functional Consultant, Solution Architect, Advisor, Trainer, MCT, MVP, DTM


Call us now on
+61 2 82 1234 80

Should You Renovate or Detonate Your CRM

A woman looking at a CRM system deciding whether to detonate or renovate - Opsis

At first, CRM can seem like the perfect solution to all your major business issues. However, all too often, it seems to create more problems without solving anything at all. When this happens, it can be tempting to scrap your CRM project and go back to manual spreadsheets and time-consuming processes. But the potential value of the right CRM solution is often worth giving it one more try. If your CRM system is not working for your business, read below to find out why and decide whether you should renovate or detonate your CRM system.

1. Out-of-the-box CRM solutionsArrow coming out of box with text microsoft dynamics 365 - Opsis

Choosing the right CRM solution is the first step towards CRM success. Out-of-the-box CRM rarely meets the needs of any business. CRM systems should be tailored to suit your unique business needs to provide solutions that streamline your processes and help increase profits. If you are using an out-of-the-box system that isn’t working for your business, speak to your CRM provider about tailoring it to your business’s needs. 

2. CRM data inaccuracy

arrows representing data not hitting the target - Opsis 

CRM systems require regular maintenance to work effectively. Otherwise, they can be rampant with duplicated and inaccurate data or missing data completely. This will only cause frustration and discourage your team from using your chosen CRM solution. Investing in resources to regularly maintain your CRM system is a great way to revamp it and start seeing positive results.

3. Poor or inconsistent CRM usage

pie chart shows how much of the system is used and unused - Gill Walker

Businesses often see their teams working against the new CRM solution or using it inconsistently, eventually leading to CRM failure. This can occur for many reasons, including:

  • A poor implementation strategy
  • A lack of training
  • Unclear benefits
  • A lack of an overarching CRM strategy
  • Time-consuming processes
  • Complex processes

A successful CRM project means getting it right every step of the way, from purchasing to implementation and beyond. This means involving staff from start to finish so they are on board with the project and are delivered with are user-friendly CRM solution that meets their needs.

If staff are frustrated, uninterested or using the CRM system inconsistently, you could:

  • Hire an implementation consultant
  • Offer regular training
  • Demonstrate the benefits of the CRM system
  • Create an overarching CRM strategy with clear and specific goals
  • Simplify and streamline processes
  • Meet with staff to discuss issues and brainstorm solutions
  • Work with your team until they begin to see positive results

4. Unnecessarily complex CRM system

confused man looking at a complex data system - Gill WalkerIt can be tempting to implement a CRM solution that large successful businesses use; however, this often leads to CRM failure. These well-known CRM systems are not suitable for businesses of all types and sizes and can, therefore, be much too complex for your unique business needs. Unnecessary complexity usually means that staff get confused and overwhelmed and attempt to avoid using the CRM software.

These CRM systems can also be quite expensive, which becomes more problematic when they fail to solve your business needs. To encourage the adoption of the CRM solution and improve its chances of success, keep the system as simple as possible. If you’re noticing poor adoption of the system, it might be time to look at whether the system is too complex and might benefit from simplification.

5. Poor or no CRM support

Support with a stop sign - Gill Walker

Your team is likely too busy to take on any extra work, so it’s vital to provide everything they need to get the CRM software working for them immediately. This includes email and message templates, sequences and sales content, as well as straightforward training manuals. Staff should have access to support whenever they need it and management should check in regularly. Once they start seeing positive results, staff will be much more eager to adopt the new system.

To renovate or to detonate?

If your CRM project isn’t going according to plan, there is plenty you can do to get it back on track. Before deciding to scrap it completely, try meeting with staff to determine what isn’t working. The above strategies may then help transform your CRM solution into a beneficial resource for your business. 

Are you using Microsoft Dynamics 365? We can run a health check to see if your CRM system needs a complete overhaul or just minor tweaks. 

Gill Walker's showreel QR code

Opsis is an expert Microsoft Dynamics 365, Microsoft Power Platform and CRM strategy consulting company. Our focus is your CRM success, with Microsoft Dynamics 365 / Microsoft Power Platform or any CRM technology - not licence sales or billable hours. As Principal CRM Success Catalyst, Gill oversees all business operations, strategic planning and execution, yet she still believes in offering personal attention to each and every client, so as to understand their needs and offer tailored solutions.  We are based in Sydney, with clients in Sydney, Canberra, Melbourne, Brisbane and across Australia.  Gill is the creator of SuccessRM - your blueprint for CRM success.  We offer:

  • Strategy for your successful CRM
  • Microsoft Dynamics 365 and Power Platform
    • scoping
    • implementation
    • technical support
    • training
    • consulting, advice and guidance
    • assistance with your centre of excellence
  • Mentoring for CIOs and other decision makers tasked with implementing CRM.