Selecting a new CRM system isn’t just about features, it’s about finding a solution that fits your business model, supports your team, and scales with your growth. Whether you’re upgrading from spreadsheets or replacing an outdated system, asking the right questions upfront can save a lot of time, money, and frustration later.

Here are the key questions every business should ask when evaluating a new CRM:

1. Can the system scale with our growth over the next 3–5 years?

A CRM should be an investment, not a short-term fix. Consider whether the platform can handle increased users, data volume, and complexity as your business expands. Look for flexible pricing, modular add-ons, and a strong product roadmap.

2. Can we customise data fields, pipelines, and dashboards to fit our business model?

Every business tracks information differently. Make sure you can tailor fields, deal stages, and reports to reflect your own sales or service process, not just the software vendor’s idea of one.

3. Does the CRM integrate with our existing systems (e.g. ERP, accounting, email, e-commerce, or marketing tools)?

Your CRM should connect seamlessly with the tools you already use. Check for direct integrations with ERP systems, QuickBooks, Xero, Mailchimp, Shopify, or your marketing automation platform.

4. Is there an open API or native integrations for automation and data sync?

An open API allows you to connect custom applications or automate workflows. This is essential if you plan to integrate the CRM with internal systems, customer portals, or reporting dashboards.

5. Can it integrate with Outlook, Gmail, or Microsoft Teams/Slack?

Smooth communication is vital. Look for native connectors or plug-ins that automatically sync emails, calendar events, and messages between your CRM and collaboration tools.

6. Is there a mobile app, and what functionality does it offer on the go?

A mobile CRM should do more than just show contact details; it should support tasks like logging calls, updating deals, and viewing key metrics from anywhere.

7. How often are backups performed, and what’s the disaster recovery plan?

Data protection is critical. Ask about backup frequency, data storage locations, and recovery timelines in case of an outage. You want reassurance that your customer data is always safe and accessible.

8. What’s the pricing structure (per user, per month, per feature)?

Understand exactly how pricing works. Some CRMs charge per user, while others charge based on modules or data limits. This helps you avoid surprises later.

9. Are there additional costs for integrations, storage, or support?

The base price is rarely the full cost. Ask about hidden or optional extras such as advanced reporting, custom fields, API usage, or premium support.

10. What’s the typical implementation cost and timeline?

Even simple CRMs take time to configure, test, and train users. Get a clear idea of the total project scope, including onboarding fees and consultancy time.

11. Are there discounts for annual or multi-user subscriptions?

If you’re confident in your choice, committing to an annual or multi-seat plan can often unlock significant savings.

12. What support channels are available (chat, phone, ticket, account manager)?

Check what type of support you’ll receive post-implementation. 24/7 live chat or a dedicated account manager can make a big difference when issues arise.

13. What are the average response and resolution times?

Support quality varies widely between vendors. Ask for actual performance data, not just “we aim to respond within X hours.”

14. How often are updates released, and how are they deployed?

Regular updates show active development and product maturity. Cloud CRMs usually handle updates automatically, but it’s worth knowing how they’re tested and rolled out.

15. Can we see customer references or case studies in our industry?

References and case studies reveal how the CRM performs in real-world scenarios. Focus on businesses similar to yours in size, sector, and complexity.

16. Does the CRM support industry-specific modules or workflows?

Some CRMs include templates or modules tailored for specific industries (e.g. distribution, retail, or manufacturing). This can reduce setup time and provide immediate value.

17. What’s the roadmap for new features or AI capabilities?

AI-driven insights, automated lead scoring, and predictive analytics are becoming standard. Ask vendors what’s planned for the next few years to ensure your investment stays ahead of the curve.

18. Always do a multi-year ownership calculation

Don’t just compare monthly prices, calculate the total cost of ownership (TCO) over 3–5 years. Include licensing, integrations, setup, training, and ongoing support. The cheapest monthly plan often isn’t the best long-term value.

Final Thoughts

Choosing a CRM is a strategic decision that affects every part of your business. Take the time to ask these questions, compare options thoroughly, and think beyond the immediate needs of today. A well-chosen CRM will grow with your company, empower your team, and strengthen your customer relationships for years to come.

If you need help sourcing the right CRM, feel free to get in touch. We can help you evaluate options, compare features, and find the best fit for your business.

You can find more helpful tips here:

Recommended External Resources

1. SugarCRM’s CRM Evaluation Checklist
   Offers a comprehensive list of over 40 questions categorized by functional areas, helping businesses define their needs and evaluate CRM solutions effectively. sugarcrm.com
2. CO—U.S. Chamber of Commerce’s 12 Most Common CRM Questions
   Addresses fundamental CRM queries, including scalability, integration, and cost considerations, tailored for small businesses. uschamber.com
3. Insightly’s CRM Evaluation Tips
   Provides practical questions for assessing CRM suitability across sales, marketing, and service teams, emphasizing user experience and process alignment. insightly.com
4. Zendesk’s 7 Questions Every Small Business Should Ask When Looking for a CRM
   Focuses on integration ease, scalability, and data security, with insights into CRM functionalities and vendor support. zendesk.com
5. Discover CRM’s Definitive Selection Guide and Checklist
   Offers a step-by-step approach to CRM selection, including RFP creation, vendor evaluation, and implementation planning. discovercrm.com
6. Pipedrive’s CRM Evaluation and Requirements Checklist
   Highlights essential CRM features like lead management, reporting, and user-friendliness, with a focus on small and mid-sized businesses. pipedrive.com
7. vcita’s CRM Evaluation Made Easy: Your Handy CRM Checklist
   Emphasizes aligning CRM features with business goals, user roles, and sales processes to ensure a good fit. vcita.com