Costs of hanging onto a Legacy CRM System

Customer relationship management or CRM is an approach to managing an organisation’s interaction with their current and future customers. These days every business is involved in using one or other type of CRM system.

Last year Microsoft made Windows 10 available as a free upgrade for compatible devices that are running genuine Windows 7 Service Pack 1 or Windows 8.1 Update.

A market research found many devices were still using older versions of Windows operating systems and were thus not eligible for a free upgrade.  2016 has started with a Redmond announcement about the end of Microsoft Support for IE, .NET Framework and SQL Server versions in 2016.

While businesses are evaluating their current systems and seeking migration and upgradation options for the above technologies, this is also the best time to look into your CRM system accelerate the purchase decision.

For many years CRM experts have been iterating the importance of upgrading to the latest CRM technology. There are identifiable costs of waiting to implement a latest CRM system and with Microsoft slowing ending support for older technologies these costs are expected to rise in future.

There are many reasons users stick to an older technology. If the business requirements have not changed significantly and the system works just fine, it is difficult to convince the board to make a new purchase and this is often the main reason or rather excuse to not upgrade.

Convincing the leadership team for an IT change is never going to be easy. The clever way of tackling this issue is to provide a snapshot of the costs of supporting an aging CRM system.

Declining Lead Flow

Traditional marketing approaches are a thing of the past. If marketing does not have the latest and up-to-date tools, they are unable to generate enough number of leads. The costs of decreasing lead flow can be quite significant over the years.

Missed Sales Opportunities

Salespeople use CRM to build and maintain relationships with prospects. If salespeople are unable to capture corporate intelligence or seamlessly connect with a contact through systems like and LinkedIn, they have just lost some opportunities to competition. Such missed sales opportunities could have contributed to company revenue, had there been an updated CRM system in place.

Possibility of Customer Attrition

Although an aging CRM system gathers the issues that arise through web interactions, or email exchange but cannot capture the customer complaints or grievances on social channels. Customers these days complain about a product or service on social media such as Facebook and twitter. When these issues go unaddressed, the business loses the customer. The cost of a lost customer is not very difficult to calculate.

Talent scarcity

The Gen-X and Gen-Y employees grew up surrounded by web and technology. If you want to employ skilled CRM professionals in your company, you need to provide them with the latest technology or else they will go and knock on your competition’s doors. The possible cost of not being able to employ a skilled employee can also contribute towards maintaining a legacy CRM system.

Generally, the board rejects an upgrade more often as they are unable to see the unidentifiable costs of not upgrading their CRM technology. Present your board with the above reasons and contact Empower IT for a competitive quote to upgrade your legacy system.