Top 5 Signs It’s Time for Your Organization to Consider a CRM Change

A Constituent Relationship Management (CRM) is an essential tool for any organization’s development department, but it can also be a significant source of frustration. Sometimes our clients face CRM challenges significant enough to prompt them to consider a system migration, and while their reasons aren’t identical–every organization has unique needs–there are commonly cited challenges. Below are some of the reasons that organizations start to evaluate whether it’s time for an update or transition: 

Spotting the signs

1. Functionality limitations: Your organization may have initially selected a CRM with only basic constituent and gift tracking. Now, you’re ready for more sophisticated capabilities like Proposal and Planned Gift tracking, Online Giving, and automated reporting.
2. User frustration: Some CRMs are less straightforward than others for end users. Perhaps there are too many manual processes, the built-in functionality doesn’t work as expected, or no matter how many times your team tries to run a report, they keep getting different results. As user frustration mounts, they may begin to decrease their use of the system, omitting contact reports, skipping opportunity updates, or avoiding reviewing important reports – all of this can have detrimental effects on your team’s strategy and outcomes. When users voice their frustration, it’s time to check if training or support is available to help. Notably, staff who had longer tenure at an organization using another system can sometimes need extra support to understand the nuances of a new system.
3. Lack of training and support: As noted above, training and support are key. If the company offering the CRM doesn’t provide adequate support and training, it’s difficult for an organization to get everyone on the same page about how to use it. In other cases, the frustration is not from a lack of support and training, but rather a lack of use of the available training.
4. Unsustainable cost increases: As we’ve seen in our personal lives over the last few years, inflation is real! Likewise, the price of CRMs is also increasing. Sometimes, this cost is justified as new integrations and features are rolled out, and other times, your organization may feel your CRM is simply costing more. If you feel you are paying more than you’d like, your organization should evaluate the pros and cons of converting to a new system or sticking with the one you have. Conversions come at a considerable cost, even when moving to a less expensive system.
5. Growth and change within your organization: Sometimes changes in an organization’s fundraising strategy can lead to a need to evaluate new software. For example, moving from an annual fund-focused program to a grant and major gift-focused program can require a more robust system. Similarly, technology changes in other parts of the organization, such as Finance or Volunteer Engagement, might make a CRM that supports integrations more appealing and lead your team to consider a conversion.

Suspect it’s time for a change?

If you checked many or all the boxes above, it might be time to thoughtfully evaluate your current system to determine what isn’t working and what you may be looking for in a new one.

For unbiased* and experienced support in that evaluation, schedule a call to discuss your options with Campbell & Company! Our database experts can help determine if a move is the best option for your organization. We can assist with determining possible new software partners for your move. We can even work with your selected vendor to limit the impact of the conversion on your fundraising team. Learn more about our Database Conversion Services today!

*Campbell & Company does not have preferred software partnerships. We will only help you consider potential options and will not recommend any CRM systems.