A CRM fails when it is chosen for its features instead of for the way your team actually sells. Start with your process and choose the simplest tool that fits it.
Map how you sell
Write down the steps from first enquiry to paid invoice and who does each one. Your CRM should match those steps, not force new ones.
List what you must have
Keep the list short.
- One place for every lead and customer
- A clear pipeline with stages
- Reminders for follow ups
- Quotes and documents attached to the customer
- Reports you will actually read
Test with real work
Load twenty real contacts and run them through the tool for a week. If your team avoids it, a longer feature list will not fix that.