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Installing a CRM can be very daunting for a company. On top of this, there are many misconceptions about what CRMs actually do, and coupled with horror stories of failed implementations, it’s sometimes enough to put any business off investing in a CRM.

However, we’re here to talk you through these misconceptions and break the myths.

Misconceptions about CRM systems

1. CRMS are expensive!

It’s not unreasonable for you to think that a CRM installation is expensive. There’s the cost of the system itself, as well as the licensing, software and training. While this can be the case for on-premise systems, there are plenty of other cheaper options such as cloud SaaS.

With a cloud SaaS option, you can make significant cost savings on installation, hardware and maintenance costs. In short, no, CRMs don’t have to be expensive at all.

2. But we still like using spreadsheets! We don’t want to switch!

Spreadsheets do work well for small companies, but if your business is growing, then this is no longer going to be the best option for you. Spreadsheets aren’t scalable, efficient or collaborative, like a CRM is.

For example, what if the salesperson responsible for managing the sheet goes on holiday and send round the wrong version? Or forgets altogether? Or doesn’t give the right people access to the spreadsheet? Disaster, if you ask us.

A CRM can automatically integrate data from multiple sources, allowing you to access up-to-date versions and ensuring data is shared among teams. It’s much more streamlined and easier to use in the long run.

Misconceptions about CRM systems

3. Do we still need to manage the data?

We know you might think that once your data is in the CRM system, you no longer need to manage it.

But the truth is you still need to manage your CRM and its data after you’ve implemented it. This might include regularly cleaning and sorting data which doesn’t need to be a time-consuming task if you follow best practices.

4. Managing data will be so time-consuming!

A CRM system brings all your data from multiple sources (you can even import those beloved spreadsheets) and consolidates it into one place. Therefore, you save time on data entry and searching for what you need. But what about managing this data?

Quality CRM solutions are built with user experience in mind, removing extra click paths and making it easy for users to add/update information. In fact, top CRMs even come with contextual prompts such as suggestions to fill in missing data and specific recommendations for the next best actions.

So, actually, data management will be simpler and take less time.

Misconceptions of CRM system

5. CRMS are so complex to use, though!

Modern CRMs are designed to be easy-to-use, with user-friendly interfaces and simple integrations. You can easily sync your favourite tools into the system so you can access everything you need in one place – and still use your go-to tools!

Once you’ve configured the CRM to the way you want to use it in your organisation, training should be simple and user adaptation straightforward. Most CRM suppliers also offer complimentary customer support so you can reach out to them if you ever need help.

6. CRMS aren’t for small companies anyway!

Whilst it’s true that many big global companies definitely use CRM systems, any business that’s customer-facing can benefit from a CRM. Size matters not. If you have a team of people how need to share customer information, then you can gain from a CRM.

This is because CRMs centralises data and helps you to organise it. Finding what you need and sharing across your teams will become much easier.

7. CRMs are only really for sales teams!

You’re not completely wrong – sales teams do need to use a CRM, but so do the marketing, customer service and accounts teams.

Each team in your business needs to nurture the customer in one way or another, and they will certainly need to share their data. CRMs provide a 360-degree view of customers and help you to provide exactly the kind of content and experience they’re after.

Misconceptions of CRM systems

8. But do CRMs provide any ROI-related value?

ROI is a case by case calculation, so it’s hard to quantify a precise ROI generically. That doesn’t mean they don’t provide any value at all.

In fact, a CRM system improves efficiency and productivity because it centralises data. Once your teams gain an overall picture of your customers, it’s easier to execute targeted marketing campaigns, nurture leads, close deals and provide proactive customer service etc.

If you can reduce customer churn by, for example, 2% and increase overall new business sales by even 0.5%, what financial improvement does that give in your business?

There may not be an exact ROI figure but it’s clear CRMs can boost customer satisfaction, happiness and loyalty. And those three things feed directly into your ROI.

9. Will our sales increase instantly now that I have a CRM system?

Be realistic! Your sales won’t double overnight just because you have a CRM. They will increase, however, because of all the factors in our previous points. However, you do need to make sure that you’re using the system properly to get the most out of it.

Remember, a CRM is a tool that can drive efficiency and productivity. Ultimately, this drives sales over time.

Misconceptions of CRM systems


Hopefully, by now we have answered all your questions and misconceptions. We believe a CRM can benefit any business and that it’s the perfect solution to help you better manage your customer data.

In case you missed anything, here’s a quick run-down of our main points:

  • Cloud SaaS options are a more cost-effective choice than on-premise
  • CRMs are much easier to manage than spreadsheets
  • Data management is simplified
  • CRMs are user-friendly and allow for cross-team collaboration
  • They can be used by companies of all sizes, big and small
  • They aren’t just for your sales team
  • ROI is boosted, even if there may not be a quantifiable figure
  • CRMs increase your revenue over time

That’s just a fragment of what CRM systems do. If you would like to find out more – in particular, which one to choose the right one for you – check out our guide below!

Here's how to find the right CRM


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