The Main Reasons for Switching CRMs

Implementing a new client relationship management (CRM) system is no small undertaking, and certainly not a decision to make lightly. But as legal technology evolves, so do the expectations around what a CRM should deliver. This article explores several key reasons firms may choose to switch CRMs, from internal frustrations to missed opportunities for growth and insight.

Reputation May Reveal More Than You Think

How attorneys and professional staff feel about your CRM often says volumes. Their perception can indicate whether your CRM is truly a valuable resource or just another tool collecting dust. Formal surveys can offer structured insights, but organic conversations with key stakeholders can be just as revealing. A simple question like, “When I say [insert name of CRM], what’s the first word that comes to mind?” can open the door to honest feedback. If you hear responses like “reliable,” “user-friendly” or “trusted,” then your current CRM may be the right fit. But if the answers include “slow,” “frustrating”, or even, “what’s that?,” it could be a sign that it’s time to find a solution that better serves your firm.

Protection From Data Decay

Data degradation is inevitable, but that doesn’t mean your firm has to accept it. Many modern CRMs have built in features to automatically detect and resolve common issues like outdated contact information, duplicate entries and incomplete records. If your team is relying on manual updates to manage this, it’s worth rethinking your approach. Today’s CRMs can streamline data hygiene with features like automated duplicate resolution and enrich records using publicly available information. These features result in cleaner, more reliable data you can trust.

Clear, Data-Driven Storytelling

When evaluating your CRM, it’s important to assess not just the data it stores, but what it shows. A modern CRM should go far beyond being a digital Rolodex. It should provide real-time visibility into the health of your client relationships. Your CRM should tell a meaningful story through tracking business development efforts and follow up activity, mapping relationships, measuring email and event engagement, as well as surface insights by practice group or industry team. If custom reports are hard to create or access, or key metrics are missing altogether, your firm may be missing out on the strategic value a next-generation CRM can provide.

Seamless Integrations

Siloed information is one of the biggest barriers to efficiency in many firms. Your CRM should integrate easily with other core applications, especially your firm’s financial management systems. Making strategic decisions without access to complete information puts your firm at a disadvantage. A CRM that can’t or doesn’t synchronize with the tools your firm relies on every day leads to fragmented data and missed opportunities. Consider how difficult it would be to book a flight without knowing your travel dates or ordering groceries without knowing what’s already in the fridge. Being able to make firm decisions with access to all available information is only to the benefit of everyone. CRM integration capability isn’t just a nice to have technical feature, it’s a business necessity.

Outdated Technology or Poor Support

Many law firms still rely on legacy CRM systems that are slow, difficult to update or no longer supported. In many cases, CRM vendors are encouraging, or requiring, a shift from on-premise servers to a cloud-based platform. Before investing in a dated system, firms should decide whether this transition is worth the cost and effort. Even with the same vendor, moving to the cloud can bring challenges like mismatched data fields, lost customizations and the need for user retraining due to new interfaces and workflows. If internal frustrations already exist, a cloud-based upgrade may not fix the root issues.

Equally important is evaluating the level of ongoing support. Is your customer success manager involved, or did they ghost you after implementation? Are your questions resolved quickly and thoroughly? A CRM investment should come with high-touch service, including proactive support, responsive help when issues arise and a robust library of educational resources to empower your team.

High Cost With Low ROI

CRMs can be a significant investment, but paying a premium doesn’t guarantee you’re getting the right fit. Your firm may be paying for a costly system that no longer aligns with your needs, or there may be other solutions that offer more relevant features at a better value. An apples-to-apples comparison of your current CRM to others on the market can uncover whether you’re getting a return that justifies the expense. While implementing a new CRM does come with upfront costs, it may be more cost effective over the years than your current system. Consider the value of built-in automations that reduce manual work, or the lower maintenance costs of a cloud-based system compared to an on-premise server. If your attorneys and professional staff can complete tasks faster and more efficiently, that time saved translates into real, measurable ROI. Don’t overlook these indirect benefits when evaluating a CRM transition.

These Reasons in Action

As a firm that recently completed a CRM assessment and made the choice to transition from a legacy, on-premise system to a modern, cloud-based solution, we experienced firsthand how critical these considerations are. Every reason outlined in this article, from integration challenges to user adoption and long-term ROI, played a role in our evaluation process.

Ultimately, a firm’s CRM should do more than store contacts. It should support strategic goals, connect seamlessly with other systems and provide a user experience that drives consistent engagement. Selecting the right CRM isn’t just a marketing and business development decision, it’s a firm-wide decision.

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