Why CRM Fails and How to Avoid It

Ilan Gross

2 July 2024

The Importance of CRM

Customer Relationship Management (CRM) is a vital tool for businesses seeking to grow and retain their customer base. CRM software can help manage sales pipelines, track interactions with prospects and customers, automate marketing campaigns, and generate valuable insights from data. However, CRM is not a magic bullet that can solve all business problems. In fact, many CRM implementations and adoptions fail, despite significant investments.

The Human Factor: The Number One Cause of CRM Failure

At Lumen Business, we have implemented CRM for over 14 years, serving over 770 happy customers. Our experience has shown that the primary cause of CRM failure is not the software, features, or price, but rather the people.

Common Pitfalls

  • Lack of Discipline: Failing to act on agreed-upon business processes and disciplines in CRM implementation.
  • Lack of Management Support: Management not following up on business processes and supervision of work.
  • No Consequences: No consequences for neglecting the sales process.
  • Trying to Compensate for Bad Business Processes: Using software to compensate for poor business processes and habits.

Other Causes of CRM Failure

  • Lack of Alignment: CRM strategy not aligned with business goals, customer needs, and market conditions.
  • Lack of Buy-in: Insufficient support from top management, stakeholders, and end-users.
  • Lack of Adoption: CRM system not user-friendly, intuitive, or integrated with other tools and processes.
  • Trying to Fix Bad Business Behavior with Software: Using CRM to compensate for poor sales management and lack of discipline and accountability in business processes.

The Solution

To succeed with CRM, focus on the people, not just the technology. Address the root causes of business problems and use CRM to enhance, not replace, best practices and standards. Hold people accountable for their actions and results.

This is why we created Lumen Business Fusion

Lumen Business Fusion is a new type of Zoho CRM implementation that prioritizes the human element of CRM. Our approach combines the power of Zoho CRM with our expertise in business process optimization, change management, and user adoption. With Lumen Business Fusion, you can:

  • Align your CRM strategy with your business goals and objectives
  • Get buy-in and adoption from your team
  • Enhance your business processes and standards
  • Hold your team accountable for their actions and results

By focusing on the people and processes, we help you get the most out of your CRM investment. Contact us to learn more about Lumen Business Fusion and how it can help your business succeed.


CRM is a powerful tool, but it requires a human touch and commitment. At Lumen Business, we prioritize the people aspect of CRM, which is why we have over 770 happy customers. If you want to learn more about how we can help you with your CRM, contact us today. We are here to help you shine.


Take the Next Step with Lumen Business Solutions​

Don’t settle for less – partner with Lumen Business Solutions for an experience that drives your business forward.

Picture of Ilan Gross

Ilan Gross

Picture of Ilan Gross

Ilan Gross

Ilan Gross is a distinguished pioneer and authoritative leader in the IT industry, boasting over two decades of unparalleled expertise in CRM systems and CRM strategy. As the Principal Zoho CRM Consultant at Lumen Business Solutions, Ilan has revolutionised the way B2B enterprises leverage CRM solutions, firmly establishing himself as a cornerstone of technological innovation and strategic prowess. His specialisation in integrating cutting-edge sales methodologies like SPIN, Gap Analysis, and Challenger Selling into CRM platforms has not only set new standards in the industry but has also redefined the essence of customer relationship management for enterprise customers. Ilan's visionary approach extends beyond traditional CRM systems; he is a trailblazer in AI development, AI implementation, and AI consulting, particularly noted for his pioneering work with private ChatGPT on the Azure platform. His foresight in recognising the transformative potential of AI in business processes has led to the creation of numerous AI applications for enterprise solutions, further solidifying his reputation as a leader in driving technological advancement and innovation. Under Ilan's leadership, businesses have experienced groundbreaking advancements in revenue-lifting strategies. Through his expert guidance, enterprises have not only improved their sales processes and customer engagement but have also witnessed substantial increases in revenue. Ilan's mastery of CRM systems, combined with his deep understanding of the strategic needs of large-scale businesses, positions him as an indispensable asset for any organisation aiming to scale and excel in today's competitive market. Moreover, Ilan Gross is celebrated as a pioneer of software development tools, including Aware IM and Magic Software. His contributions to these platforms have been instrumental in empowering developers and businesses alike, enabling them to build powerful, efficient applications with unprecedented ease and flexibility. This aspect of his expertise further underscores his role as a visionary leader, whose influence spans across the entire spectrum of IT development and strategy. In sum, Ilan Gross stands as a paragon of innovation and leadership in the IT industry. His exceptional skill set, combined with his pioneering contributions to AI and software development, marks him as a pivotal figure in shaping the future of technology for enterprise success.