CRM software is hot right now. The industry is growing at 12% per year and will hit $129 billion by 2028.
But….
Upwards of 60% of CRM solution implementations fail.
Why?
It’s not because the software doesn’t work. It's because team members it’s meant to help don’t:
- log in
- update it
- see the value
Typically, companies think “more CRM features = better”. And they look for the most customizable, AI-powered, analytics-driven platform and expect their team to embrace it.
But more features don’t equal more adoption. A complicated CRM that disrupts workflows, forces tedious data entry, or doesn’t integrate with the tools teams already use will end up collecting more dust than an Ab Roller 5000 from a 3 am infomercial.
Big truth: The best CRM isn’t the one with the longest feature list. It’s the one that your team relies on every day without thinking twice.
And bonus….businesses that get CRM adoption right don’t just improve efficiency, they see 21-30% more revenue.
But why do so many companies fail at adoption? And how can you be sure yours doesn’t become one of them?
We’ve got some answers for ya….
Why Most CRM Implementations Flop
If you ask a sales rep what they love most about their job, you’ll hear some form of:
- “Closing deals”
- “Building relationships”
- “Making money”
And here’s what you’ll hear exactly 0% of the time:
- “I love manually entering data into my CRM.”
Because….most CRMs feel like a (micro) management tool, not a sales tool. And that’s why less than 37% of sales reps actually engage in CRM usage.
When a CRM feels like it’s built for oversight rather than productivity, teams WILL find ways to work around it.
Case in point: 83% of executives say CRM adoption is their biggest challenge.
The Fix: Make Your CRM a Revenue Engine
If you want a successful CRM implementation, then it needs to help your team sell more and work less.
Here’s how:
Automate Everything You Can
- Every call, email, and meeting should log automatically.
- Pipeline updates should be one-click, not ten clicks.
- Reminders and follow-ups should be AI-powered.
Make Your CRM = More Commission
- If a deal isn’t in the CRM, it doesn’t exist. No CRM, no credit.
- Accurate forecasting should benefit sales reps, not just managers.
- It should help reps prioritize deals, track commissions, and speed up closing cycles.
Turn Your CRM Into a Sales Rep’s Best Friend
- Fast, mobile-friendly, zero friction.
- Integrated with email, calendars, and sales tools.
- Your CRM should suggest next steps and identify hot leads.
It would be easier to find Bigfoot than to find a sales rep who has time to manually move data between mail, calendars, quoting tools, marketing automation, and customer support platforms.
That’s what a CRM is supposed to be for; to create a single, unified view of the customer.
But if your CRM doesn't integrate with the rest of your tech stack, then it really isn’t a CRM. It’s just an expensive spreadsheet. And it’s costing you, because without seamless integration:
- Leads disappear between marketing and sales.
- Customer interactions get lost.
- Reps waste hours hunting for information instead of closing deals.
Unfortunately, this is a common problem as 48% of sales leaders say their CRM doesn’t meet their needs.
The Fix: Make Your CRM Front and Center
When your CRM becomes the single source of truth, it eliminates busywork, improves efficiency, and drives real revenue growth.
Here’s how:
Sync Everything. No Department Silos.
- Your CRM should auto-connect with email, calendars, quoting tools, and customer support.
- Marketing, sales, and CS should see the same real-time data for better project management
Stop Wasting Time on Data Entry
- Leads from marketing should already be in the CRM.
- Deal updates should be logged automatically.
- Customer history should be synced across every touchpoint.
Give the Full Picture
- Marketing sees what’s driving revenue, not just leads.
- Sales knows exactly what prospects engaged with.
- CS has full deal context before onboarding.
If your CRM only works well on a desktop, you’ve got problems. In fact, the businesses leveraging mobile CRM platforms are 150% more likely to exceed their sales goals.
That’s because your sales teams aren’t tied to desks. They’re in meetings, on calls, and out closing deals. Basically, if your CRM isn’t built for mobile, it’s not built for them.
If your CRM treats mobile as an afterthought, that means:
- Entering data is a hassle, so reps just won't bother with it.
- Reps have to wait until they’re back at their desks to update deals.
- Follow-ups get missed and opportunities slip away.
Translation: If your CRM isn’t designed for how sales teams actually work, they won’t use it. Period.
The Fix: Make Your CRM Mobile-First
Mobile CRMs act as real-time sales assistants.
Here’s how:
Make Your CRM Fully Functional on Mobile
- Log calls, update deals, and pull up key insights instantly.
Eliminate Manual Data Entry
- Updating deals, adding notes, and sending follow-ups should be frictionless.
- Smart autofill, voice-to-text, and AI suggestions should handle the busywork.
Send Instant, Actionable Alerts
- Follow-ups, deal stage changes, and key customer activity should trigger immediate notifications.
- AI-driven insights should surface hot leads, deal risks, and next steps.
Why HubSpot Wins the CRM Adoption Game (And Why Salesforce Struggles)
Not all CRMs are built for adoption. (which is bonkers)
Reps are much more likely to adopt a CRM which:
- Is intuitive
- Automates business processes
- Is fast to set up
- Connects seamlessly
HubSpot checks every box. Salesforce doesn’t.
Setup & Usability
HubSpot: Simple, Fast, No IT Team Needed
- HubSpot scores 8.4 on Ease of Setup compared to Salesforce's 7.2, based on approximately 2,200 reviews for each platform.
- Can be managed in-house without third-party developers or consultants.
- Clean, polished, and easy to learn for faster adoption.
Salesforce: Complex, Slow, Requires IT
- Requires admins, developers, and consultants just to set up.
- Customization takes months, not days.
- Steep learning curve leads to slower adoption.
HubSpot = quick start. Salesforce = IT headache.
CRM User Adoption advantage = HubSpot.
Sales Reps
HubSpot: Reps Actually Want to Use It
- HubSpot consistently ranks as the most user-friendly CRM and B2B software, with rep adoption often cited as a key benefit among users.
- Logs calls, emails, and meetings automatically.
- One-click deal updates, AI-driven lead scoring, and fast workflows.
Salesforce: Clunky and Manual
- Reps spend too much time logging data instead of selling.
- Many companies need dedicated admins just to manage the system.
- Hard to use = Low adoption
HubSpot makes selling easier. Salesforce makes it harder.
Integration & Visibility
HubSpot: Seamlessly Connected
- HubSpot's out-of-the-box integrations with many marketing and sales tools = quick setup without extensive technical expertise.
- Switching from Salesforce to HubSpot improves data quality due to higher adoption rates.
- Companies migrating from Salesforce to HubSpot report a noticeable increase in efficiency, with a smoother, simpler user experience.
Salesforce: A Mess of Disconnected Tools
- Requires third-party apps, expensive integrations, and API work just to function.
- Sales, marketing, and CS don’t have a single view of the customer.
- Teams waste hours switching between platforms.
If your CRM isn’t fully connected, data gets lost and adoption drops.
HubSpot works out of the box. Salesforce doesn’t.
Your CRM Should Work for You. Not Against You
If your CRM is about as useful as a treadmill doubling as a clothes rack, you're doing it wrong.
The best CRM isn’t the one with the most features, the biggest price tag, or the fanciest AI. It’s the one your team actually adopts.
