Adam Sand explains why CRMs fail and how to fix them for roofing businesses: primary failure modes are poor user adoption, system fragility, lack of ongoing prioritization/maintenance, poor customer-support continuity, and degraded data trust. He recommends appointing an internal data administrator, simplifying the CRM to a few critical fields, and gradually expanding usage.
Chapters
Why do CRMs fail to meet the hopes of what we have in them? The number one reason every time is adoption. There's going to be sales guys who are really, really, really good at sales and they're really, really, really bad at following the CRM process. That's super, super common. The second reason become failed because they become fragile. The other thing is that we start to lack prioritization. We don't prioritize continuously updating, adapting the CRM to meet the needs of the business. If we don't prioritize that, then what happens is the CRM starts to break down. Another common reason for serums like if you try and call HubSpot, you get a different rep every time. And that customer support team doesn't usually know your business. You need to have someone in your company who is your data administrator. And then that leads into the next thing, which is the data. We start to not trust the data and then if we don't trust it, then why do we even put anything in there? So usually you want to simplify as much as makes sense. Try and just focus on getting a few right things in there and then gradually ratchet it up.
