How do I know if my CRM is the problem or my process is?

Question

VX-N · Accepted Answer

If your team avoids the CRM, the process is wrong. If your team uses it and still cannot answer basic questions about the pipeline, the configuration is wrong. Replacing the software when the process is the problem just moves the mess to a new interface. The diagnostic is cheap: ask three people to show you where a specific deal stands. If you get three different sources of truth — one in the CRM, one in a spreadsheet, one in someone's inbox — the tool is not the issue. Most of what we do on CRM work is cleaning up bad configuration and wiring the integrations that should have existed, not migrating platforms.