5 Signs You Need to Upgrade Your CRM 

Customer Relationship Management (CRM) tools are supposed to fuel your business growth, not stand in its way. However, many organizations find themselves stuck with CRM systems that struggle under increased data, leave users frustrated, or can’t integrate with essential software. According to Gartner, 52% of companies revisit their CRM options every few years, often due to scalability and integration concerns. 

But how do you know it’s time to fix up your existing system or consider a new cloud-based CRM like Microsoft Dynamics 365 Sales? Below is a quick list of 5 signs that your CRM may be overdue for an upgrade: 

1. Lack of Scalability 
2. Integration Issues 
3. Frustrating User Experience 
4. Limited Customization 
5. Missing Key Features (AI, Automation, etc.) 

If any of these issues are causing team stress, data gaps, or lost revenue, it might be time to explore digital transformation through a modern solution. Keep reading to learn why these five warning signs matter, and the risks of doing nothing. 

5 Ways to Decide If It’s Time to Upgrade or Improve Your CRM 

Choosing between patching up your existing CRM or embracing a cloud-based deployment can feel daunting. However, these five indicators are solid clues that your current setup may be stifling rather than streamlining your business processes. 

1. Your CRM Lacks Scalability 

When an older CRM system falters each time your sales pipeline grows, you risk bottlenecks that slow revenue and morale. Employees can feel powerless and overworked as they watch the system bog down under the weight of new leads or large data sets. This constant stress often leads to burnout, or worse, losing top performers who crave more efficient tools. 

• Risk of Inaction: If you ignore scalability problems, expect customer churn when follow-ups are delayed, plus staff frustration that can push talented people out the door. 

• Why Dynamics 365 Sales? A cloud-based CRM like Dynamics 365 is designed to handle expansions and migrations easily, ensuring performance doesn’t suffer when your business grows. 

2. Integration Issues Are Hindering Productivity 

Your CRM should link seamlessly with ERP systems, marketing tools, and customer service platforms. If it doesn’t, you’re forced into manual data entry and double work. According to Forrester, organizations lose up to 25% of potential revenue due to poor integration. That’s not just lost profits; it’s added stress for teams juggling multiple systems. 

• Risk of Inaction: Sticking with siloed systems leads to team exhaustion and lower morale, as employees waste hours patching workarounds or cross-referencing spreadsheets. 

• Why Dynamics 365 Sales? Microsoft CRM platform integrates with a broad suite of apps, like Teams, Outlook, and Power BI, reducing repetitive tasks and improving collaboration. 

For a deeper look at your current CRM’s effectiveness, check out our CRM Effectiveness Snapshot for a quick overview of where your CRM stands today and where it has room for improvement. 

3. The User Experience Is Frustrating Your Team 

A clunky interface can tank user adoption and data accuracy faster than you think. Salesforce research suggests 74% of reps say CRM usability directly impacts their productivity. If your CRM feels like a chore or constantly demands extra clicks, employees may enter fewer details, ignore follow-ups, or simply dread logging in. 

• Risk of Inaction: Over time, frustrated staff might seek roles at companies with modern, user-friendly systems. Meanwhile, incomplete data leads to missed leads and unpredictable forecasting, causing further anxiety and chaos in your sales funnel. 

• Why Dynamics 365 Sales? The Dynamics 365 interface is familiar to most users so your staff can pick it up quickly, reducing the learning curve and improving adoption. 

4. Limited Customization Is Holding You Back 

When you’re forced into rigid workflows, it may feel like the CRM is running your business, not the other way around. Every company has unique processes, and your CRM should adapt to them. McKinsey reports that businesses with flexible tech stacks are 32% more likely to see fast revenue growth. 

• Risk of Inaction: If you can’t customize fields, dashboards, or automation, you’re likely using clumsy workarounds, like side spreadsheets, to capture vital data. This dual entry or “patchwork approach” sparks frustration, reduces accuracy, and slows down day-to-day tasks. 

• Why Dynamics 365 Sales? Microsoft’s CRM lets you create custom fields, automate tailored workflows, and sync with industry-specific add-ons, from construction scheduling to healthcare compliance tools. 

5. Your CRM Is Missing Key Features (AI, Automation, etc.) 

Modern CRMs offer AI-driven insights, real-time dashboards, and predictive analytics to give businesses a competitive edge. If your CRM lacks these capabilities, you’re likely falling behind rivals who spot deals faster and serve customers better. A Microsoft study suggests AI-powered CRMs can cut administrative tasks by 20%, a game-changer for busy sales teams. 

• Risk of Inaction: Relying on manual methods or outdated tools can make your employees feel disadvantaged. They watch competitors close deals quicker or respond to trends more accurately, which leads to stress and a sense of being perpetually behind the curve. 

• Why Dynamics 365 Sales? With features like Copilot, an AI assistant that drafts emails and suggests next steps, you can streamline day-to-day tasks. Advanced automation frees your team to cultivate relationships rather than burn time on data entry. 
  
  

Industry-by-Industry Mini-Analysis 

Different industries experience these five issues in unique ways: 

• Financial Services: A CRM with poor data security or weak compliance features could risk legal repercussions and damage trust. 

• Construction: Inadequate mobile access and lack of integration with project management tools lead to delays and on-site miscommunication. 

• Information Technology: Frequent software updates and complex digital transformation demands call for a CRM that scales smoothly and works with a variety of APIs. 

• Manufacturing: Without real-time metrics on vendor relationships and production lines, you risk stockouts and wasted resources. 

Key Decision Criteria for Evaluating Your CRM 

If you suspect your CRM is no longer cutting it, consider the following: 

• Business Size and Growth Goals: How quickly are you scaling? Do you need a cloud-based CRM to match expansion? 
• Current CRM Capabilities: Are advanced features, like AI-driven lead scoring or robust custom fields missing? 
• Cost and Resource Considerations: Is improving your existing system cheaper short-term but more expensive in the long run due to maintenance and inefficiencies? 
• Integration and Compatibility: Does your CRM speak to other tools like your ERP, email marketing platform, or help desk software? 

Your answers can confirm whether a major CRM migration is warranted or if a targeted upgrade can solve immediate challenges.

Conduct a CRM Performance Assessment 

Before deciding on a large-scale shift, do a short CRM performance assessment: 

Team Feedback: Survey employees about the platform’s usability, missing features, and biggest frustrations. 

Data Analysis: Check how often the system lags, crashes, or fails to sync critical data, especially during busy times. 

Feature Gap Check: Compare your CRM’s existing capabilities to what you realistically need (e.g., AI-driven sales forecasting, integrated chat, etc.). 

If the gaps are significant or if user exhaustion and lost leads are piling up look into a more modern solution like Microsoft Dynamics 365 Sales. For a faster and more in-depth overview of the current state of your CRM take TrellisPoint’s quick CRM Effectiveness Snapshot. 

 For a deeper look at your current CRM’s effectiveness, check out our CRM Effectiveness Snapshot for a quick overview of where your CRM stands today and where it has room for improvement. 

Next Steps: Evaluating Your Options with Microsoft CRM 

After identifying any red flags and understanding the risks of inaction, it’s time to choose your path: 

Upgrade Your Existing CRM 

If it can be fixed with new modules or integrations, this might be viable. 

Migrate to a Modern, Cloud-Based CRM 

If your issues are structural, like performance bottlenecks, poor UX, or a lack of AI, then a full upgrade to Dynamics 365 is often more cost-effective over time. 

Remember to factor in training costs, potential downtime, and the complexity of data migration. In many cases, a fresh start on a cloud-based platform that already aligns with your tech ecosystem (e.g., Microsoft 365, Teams) can save you from headaches down the road. TrellisPoint’s free 2-hour Strategic Growth Workshop is a great first step to aligning your business goals with your technology that will help you make this critical decision. 

A failing CRM not only undercuts revenue potential, but it also drains morale, limits innovation, and drives talented employees to less stressful workplaces. If you see signs of poor scalability, integration hurdles, user frustration, limited customization, or missing key features, it’s probably time for an upgrade. 

Ready to find out the best path for your CRM? 

• Take our quick CRM Effectiveness Snapshot for a personalized roadmap 

• Check out our Salesforce to D365 Sales case study to see how we helped save one company millions with a migration from Salesforce to Dynamics 365 Sales. 

• Sign up for a CRM Vision & Value Workshop to build the business case and provide more clarity on resource requirements, timelines and outputs for a switch to Dynamics 365 Sales. 

• Sign up for a free 2-hour Strategic Growth Workshop to align your business goals with you technology. 

Don’t let an underperforming CRM become your organization’s Achilles’ heel. Whether you choose to improve your existing system or fully switch to Microsoft Dynamics 365 Sales, the right move can lift team spirits, supercharge productivity, and drive your business forward to new heights.