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Top Causes For Switching CRM Platform



CSAT360 studied some of the key CRM deals globally that involved replacing an existing CRM with another one.  The CRM Vendors involved were among the Top 10 globally and customers spanned across NA, APAC, and Europe. So, here comes the Top Causes For Switching CRMs in the last 2 years presented in 3 sections for clarity.

Reasons to move away from the current CRM Vendor

  1. Lack of understanding of business processes especially relevant to Sales and Services
  2. Poor Executive level engagement
  3. High cost of modification, maintenance and renewal
  4. Long period of usage of the old platform in its existing form
  5. Issues with integration with backend systems
  6. Incompatible with surrounding IT architecture leading to manual work arounds
  7. Lack of a clear mobile extensibility for CRM
  8. Lack of a Roadmap for either CRM or mobile extension or both
  9. Lack of credibility with the Business Heads
  10. Lack of flexibility in deployment options of online vs. on-premise
  11. Poor User Interface

Reasons to move towards a new CRM Vendor


  1. Better relationship with COO, CIO and LOB Heads by the new software vendor over a period
  2. Demonstrated experience in a similar business vertical of same complexity and size
  3. Perception of new partner technology being superior and futuristic
  4. Domain expertise demonstrated during the bid process
  5. Flexibility in pricing
  6. Seamless Integration with rest of the applications, especially email clients.
  7. Implementation pace in sync with upgrades
  8. Better equipped on differentiators vis-à-vis the competing vendors
  9. Availability of allied products from the same vendor that complemented CRM platform under consideration
  10. Token funding of implementation cost by vendor
  11. Deep intelligence displayed by vendor team regarding the customer’s key competitor
  12. Strong implementation credentials, expertise of allied partners
  13. Multi lingual capability of the CRM platform
  14. Existing IT infrastructure compatible with the new CRM system
  15. Cost savings over a period and functionality richness of the new CRM
  16. Prior Positive relationship of the winning vendor with the new incumbent Decision Maker at the Customer account
  17. Strong relationship of allied partners with the customer
  18. Demo by actual users of the product holding different roles
  19. Simplicity of the product features especially the user interface

Factors that were compromised by Corporates during CRM selection


  1. Lack of relevant customer references
  2. Agreement to become a reference customer in lieu of discounts in pricing
  3. Overlooked some advantages of other vendor solutions that were better on mobility features
  4. Certain unattractive features of the current version ignored on the promise of future upgrades possessing those in better measure
  5. Regulatory restriction on data at vendor servers was worked around through a hybrid arrangement with an intermediary
  6. Lack of existing mobile technology compatibility was overcome due to other advantages of the software platform
  7. Lack of integration with existing email client, was overcome by switching to an email client that was compatible with the winning CRM
  8. Unfamiliarity of local language of the customer was overcome when third party consultants were used by the winning vendor
  9. Performance issues of the software was overruled when an alternate version of the software was proposed and positioned effectively


In the next series we will highlight the lessons learnt from the above.


For any further queries, please write to content@csat360.com

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