Is your CRM the wrong shape?
Should we configure our CRM, replace it, or build one?
Most CRM complaints are really one of three different problems: the tool is fine and set up badly, the tool is fine and the process is not, or the tool cannot represent how the business actually works. The remedies are completely different.
Ten statements. Answer honestly rather than generously.
How this is calculated:
Each statement you agree with counts as one point. There is no weighting, because the pattern matters more than any single answer.
Zero to three suggests a configuration and habit problem, which is the cheapest kind to fix. Four to six suggests a real gap between the tool and the process, worth a proper audit before spending anything. Seven or more suggests the data model does not match the business, and no amount of configuration fixes a shape.
The bands are a prompt for the right conversation, not a verdict.
Questions people ask about this tool:
Does a high score mean we should build?
It means configuration is unlikely to be the answer. Replacing with a better-fitting product is often the right next step, and worth ruling out before anyone builds anything.
Our team just does not use it. Which problem is that?
Usually the second one. People stop logging work when logging it costs more than it returns to them, and that is a process and design problem rather than a software one.
Can we keep our data if we change?
Almost always. Export and migration are routine, and the awkward part is usually reconciling duplicates that built up in the old system rather than moving the records.