Let’s be honest. Too many organizations rely on a CRM system that simply isn’t pulling its weight. Maybe it was never configured to support day-to-day operations, maybe it hasn’t been properly maintained, or maybe it’s just no longer aligned with what the business truly needs. Whatever the reason, a poorly performing CRM can quietly hold your entire organization back.
In this blog, we’ll walk you through the 20 most common signs that it’s time to take a closer look at your system — and do something about it.
CRM is an important tool for the whole organization
If you’re still jotting down notes with a ballpoint pen, writing appointments in a paper calendar, searching for client details online, and juggling numbers in Excel, a well-designed CRM system could completely transform your workday. It’s like trading a rusty old Lada for a brand-new Mercedes — smoother, faster, and built to get you where you need to go.
A CRM system should be an indispensable ally for your organization. It helps you serve customers better, increase sales, and free your team from repetitive manual tasks. At its best, it enables employees to work more efficiently and allows leaders to make decisions based on reliable data rather than intuition.
Of course, using a CRM doesn’t always feel easy or enjoyable. If your system causes more frustration than value, it’s a clear sign that something needs to change. Maybe it needs improvement, or perhaps it’s time for a complete replacement. So how can you tell when your CRM wasn’t designed with you in mind? We asked our most experienced CRM experts to share the most common red flags.
20 indicators that your system isn't working as it should
Here’s how to recognize when it’s time to make some changes to your CRM.
- Your employees aren’t becoming more efficient
A CRM system should make everyday work smoother, faster, and more productive. If your current system isn’t helping your team perform better, it’s a clear sign that something needs to change.
- The utilization rate is low
It’s a surprisingly common situation: an organization invests in a top-tier CRM system, yet very few people actually use it. In most cases, this happens because employees don’t see real value in using the system. Of course, other factors can also play a role. With the right actions — such as system improvements, proper user training, and effective change management — the adoption rate can be significantly and sustainably increased. - Your organization operates in silos
Many organizations struggle with poor internal collaboration. Sales and marketing often work separately, unaware of each other’s activities, and customer service may function as its own isolated unit. A large part of these challenges can be solved by giving all teams access to the same customer data. The key is a well-designed system architecture that enables better communication between platforms — or, in some cases, by strategically reducing the number of systems in use. - Your CRM only shows the past — not the future
A great CRM system should do more than store data; it should help you look ahead. At its best, a CRM works like a crystal ball, allowing you to forecast the future with impressive accuracy. With the right data, you can not only analyze what has already happened but also predict what’s coming next. The most advanced systems even use artificial intelligence to generate forecasts — for example, estimating future sales based on current opportunities. - Your CRM creates extra work
If you often find yourself reluctantly typing data into the system at the end of the day or week, something’s wrong. Entering information shouldn’t feel like a separate task. Ideally, data should flow naturally into the system as part of your everyday work routines. When you have to block off time just to input information, it’s a clear sign your CRM isn’t being used efficiently. - You can’t use your CRM on the go
Imagine this: a client calls you while you’re on the metro, and during the conversation, you agree on something important that you’ll need to note down later. You’d like to log it right away — but you can’t, because your CRM isn’t accessible on your phone. A truly effective CRM system should travel with you everywhere, ready to use on any device, whenever you need it. - You have to search online for basic customer information
What was the customer’s phone number again? Who’s responsible for equipment procurement on their end? All essential customer details should be right at your fingertips in your CRM. If you constantly have to dig through emails or Google for basic information, your system isn’t doing its job. - Your CRM isn’t collecting data every day
Do you see regular activity in your CRM? A healthy system should be part of daily routines, constantly gathering new data from ongoing interactions. If you’re struggling to find any recent updates or “signs of life,” it’s a clear indication that your employees aren’t actively using the system — and that something needs to change. - You’re adapting your processes to fit the system
Every organization has its own way of selling and managing customers. If you find yourself changing your workflows just to accommodate the CRM, that’s a serious red flag. Your system should adapt to your processes, not the other way around. A strong CRM supports all types of sales and customer management activities — from lead generation and key account management to renewals and after-sales care — each with their own specific needs and workflows. - The system can’t record all essential information
A CRM system should adapt to your organization’s needs. If there’s nowhere to store the information you actually need, it’s a clear sign the system wasn’t built for you. For example, if you’d like to view your annual plan for a key account but there’s no place to add or update it, your CRM is overdue for at least a serious upgrade — if not a full redesign. - The same data has to be entered multiple times
If you find yourself repeatedly entering the same information, whether across several systems or in different parts of the same CRM, that’s a hallmark of inefficiency. Data should only need to be entered once and then automatically update everywhere it’s relevant. Anything less wastes time and increases the risk of errors. - Reporting takes too much time
Do you dread the end of the month or quarter because it means hours spent building reports? If so, you’re not alone — many employees feel the same way. One of the biggest advantages of a well-functioning CRM system is effortless, real-time reporting. When set up correctly, your CRM should do the heavy lifting for you, allowing you to focus on insights rather than manual number crunching. - You have to ask colleagues for information
A CRM system should act as your organization’s knowledge hub, giving you instant access to up-to-date information about customers, sales opportunities, and performance. If you frequently have to ask colleagues for details that should already be in the system, it’s a clear sign that your CRM isn’t being used effectively. - New employees struggle to learn the system
If new team members need lengthy training sessions to learn the CRM — and still have trouble using it — something is off. Most people today are comfortable with technology, so a well-designed CRM should be easy and intuitive to use. When it isn’t, it usually means the system hasn’t been properly customized to match your company’s needs or to support employees’ daily tasks. - Employees complain about using the system
A CRM system should make work easier, not harder. If employees are voicing frustration, that’s a serious red flag. Their dissatisfaction could stem from many causes: the system might be slow, overly complicated, or simply not aligned with how they actually work. Whatever the reason, it’s important to address the issue quickly — because when your team stops believing in the system, its value drops to zero. - Your email inbox is overflowing
We’ve all been there — staring at an inbox filled with hundreds or even thousands of unread emails. While there can be many reasons behind this chaos, one common culprit is using email for tasks that should be handled in your CRM. Managing customer relationships, following up on leads, or coordinating sales efforts are all activities that belong in the system, not your inbox. - You keep forgetting your password
If you can’t remember your CRM password, that’s a clear sign you’re not using the system often enough. A CRM should be part of your daily routine — as natural as checking your calendar or responding to messages. When employees log in only occasionally, the system can’t deliver real value. It’s worth finding out why usage is so low and what can be done to make it a natural part of everyday work. - The most up-to-date customer information lives in people’s heads
Your salespeople, account managers, and customer service reps interact with clients every day. But is that valuable information captured in your CRM, or does it stay locked in individual minds? When critical knowledge isn’t recorded in the system, it’s lost the moment someone takes time off or leaves the company. A good CRM ensures customer insights stay with the organization — not just the individual. - You’re not getting your money’s worth
Studies suggest that every euro invested in a CRM can return up to 8.71 euros in value. While ROI can vary, you should still see clear, measurable benefits from your CRM. If you’re not, the problem likely isn’t your people — it’s your system. An effective CRM should pay for itself by improving efficiency, sales, and customer satisfaction. - You’re still sending Excel spreadsheets by email
A modern CRM should make spreadsheets and scattered documents a thing of the past. If you’re still sharing Excel or Google Sheets files over email or running through PowerPoint slides in every sales meeting, your system isn’t doing its job. The goal of a CRM is to centralize and simplify — not to add another layer on top of outdated tools.
The alarms are ringing — what should you do?
If you recognized one or more of the warning signs above, it’s time to take action.
It’s important to remember that an off-the-shelf CRM system isn’t built specifically for your organization. Every company operates differently, with its own structure, culture, and processes — and your CRM should reflect that. Too often, poor adoption rates or disappointing ROI stem from the fact that the system simply hasn’t been tailored to support how the business actually works. A common example is sales management. Many companies try to run all their sales activities through a single, generic process in the CRM — usually the new-customer acquisition funnel. But that doesn’t work for everyone. If a key account manager is forced to use a process meant for new sales, frustration and inefficiency are inevitable.
The first step toward improvement is identifying where the problems lie. If employees rarely log into the system, find out why. Is it too complicated? Missing critical workflows? Lacking relevant data fields? Once you know the cause, you can start making meaningful changes.
And if you discover that your CRM simply doesn’t match your organization’s needs — for example, if the right sales processes aren’t in place — get in touch with us. We’ll help you fix it and make sure your system truly supports your business.
