How CRM mistakes cost sales teams revenue

More than half of sales executives say that their customer relationship management (CRM) platform outages are causing lost revenue, according to recent research by SugarCRM.

The report is based on data from a survey conducted among 1,000 sales reps (managers or higher) in Australia, Germany, the UK and the US in November 2020. The respondents work for organizations with 100 to 3,000 employees in B2B and B2C industries.

About 52% of sales executives in all countries – and 59% in the US – agree that “mistakes in my company’s CRM system are causing my company to lose revenue.”

Half of the respondents state that their company’s sales team cannot access aggregated customer data in marketing, sales and service systems.

The main shortcomings of CRM systems include the inability to predict churn (51% of US sales executives say they cannot), poor support (53% say this is a problem), high administrative burden (55%) ) and a Generally poorly suited for the use of the systems (53%).

About research: The report is based on data from a survey conducted among 1,000 sales reps (managers or higher) in Australia, Germany, the UK and the US in November 2020. The respondents work for organizations with 100 to 3,000 employees in B2B and B2C industries.

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