CRM Breakup Quiz | Should You Leave or Work It Out?






Everyone at some point in their careers questions whether jumping to another tool like a CRM will solve their operational problems. And sometimes this is the right move. If a platform is too rigid, expensive, or forces your business to conform to it rather than bolstering your unique strengths; it might be time for a divorce. But, I’ve also seen people make a villain out of their CRM when the real issue was lack of standardization or sloppy business processes in general. So, to help you decide if it's time for a breakup, I’ve put together this questionnaire shaped by my 10+ years of experience in CRM software.

The Scale
80–100 ❤️ Keep the relationship. You've got annoyances, but don't confuse imperfection with incompatibility.
60–79 🔧 Try counseling. There's friction, but your CRM may be salvageable with better configuration/processes.
40–59 💔 It's complicated. There are legitimate platform problems. Start evaluating your options while attempting a final tune-up.
0–39 🧲 Pack your bags. You've got enough warning signs that evaluating a replacement is reasonable.

1. What % of my users are actually using CRM?

2. Of the users in my CRM, how much of their time is spent in it?

3. If I need to customize a field, object, or report, can I do that without a developer or vendor support?

4. What is the general sentiment around CRM? (Most hate it, most like it, in the middle)

5. What is the general sentiment around software in general (this one is important as some places just have people that hate everything because the environment sucks)

6. Are people finding CRM functionality elsewhere? I.e. spreadsheets for contacts, service requests in Jira, sticky notes for job aids and reminders

7. Do you have to develop external automations to augment your CRM due to lack of functionality?

8. Does reporting require external analytics tools because your CRM’s reporting is lacking? (looking at you Hubspot)

9. Does your team have to enter information into the CRM and take the same information and enter it elsewhere?

10. Does your CRM vendor provide you with a sensible and affordable support contract? (i’ve seen people getting charged $50 per email when asking questions to a vendor)

11. Do you ever feel like you’re ‘bothering’ your CRM vendor when asking support questions? (very important because as a SaaS owner myself, we are here to serve you, not the other way around)

12. If something in the CRM breaks, can you easily discern if it's the software’s fault or your own?

13. How quickly can you find the information you need? (instantly, in a decent amount of time, i have to perform forensic analysis)

0 of 13 answered

Score: /100

How Did You Do?

If you scored low, don’t go out and start shopping for a CRM yet (unless you’re considering Super Easy CRM, of course 🙂). In my experience, lack of alignment is the root cause of a poor CRM experience than a bad platform does. Start with gathering user feedback and work with your vendor or trusted consultant to give your current system one last opportunity to meet your needs.

I always treat software problems like car problems. Start with the cheapest solution first, before dropping thousands of dollars on a replacement. Just because your car isn’t performing like you think it should you wouldn’t go out and buy a new one immediately. You’d change the oil, buy some spark plugs, etc and give it a tune up. And that’s sometimes all your CRM needs, a little tune up to get it going.

However, if you still can’t quite fix things and have exhausted all avenues of recovery with your current vendor, it's time to go shopping. Use this interactive questionnaire as a checklist as you look around for your next platform. And, while you're here, spin up an instance of Super Easy CRM to see what a platform built for you can truly do.

Matt Irving is the CEO of Super Easy Tech, LLC.
 
Matt a CRM Solutions Architect and creator of SuperEasyCRM.com. He specializes in CRM migrations, automation, and business systems integration, helping organizations implement scalable and cost-effective CRM solutions across North America.

Posted by: Matt Irving on 08/23/2026