Why CRMs Break (Even When the Tool Is Good)

Most CRM problems aren’t caused by the software.

They’re caused by unclear ownership and unclear processes.

I’ve seen teams invest in powerful CRMs, customize them heavily, and still end up with messy data, broken automations, and low adoption. Not because people don’t care, but because no one knows who owns the system or how it’s meant to be used day to day.

When a CRM feels like extra work instead of support, people naturally avoid it.

At that point, adding more features or automation usually makes things worse, not better.

The fix often starts small:

Define one clear process.

Assign one clear owner.

Automate only what already works manually.

Curious to hear from the group

Where have you seen CRMs go wrong, tooling, process, or ownership?

1 comment