Replacing a legacy CRM system is a big step for any charity. Whether you’re moving away from an unsupported platform or simply need better functionality, the process can unlock huge benefits – but only if handled with care.
Unfortunately, many CRM migrations fail to meet expectations. Studies from Gartner and Forrester estimate up to 50% of CRM implementations fall short. So, what goes wrong? And how can your organisation avoid the same pitfalls?
Here are five of the most common mistakes we see – and how to avoid them:
1. Lift and shift, with no cleanup
One of the most common errors is treating a CRM migration like a simple data transfer. This ‘lift and shift’ approach – exporting everything from your old system and importing it into the new one as-is – is a quick fix but almost always problematic.
Why? Because it drags years of inconsistent, duplicate or irrelevant data into your shiny new CRM. It also risks replicating outdated workflows and processes that no longer serve you.
How to avoid it: Before you move a single record, run a full data audit. Clean and de-dupe. Archive what you no longer need. Use the opportunity to modernise your approach and set standards that will support future insight and efficiency.
2. Lack of stakeholder buy-in
A CRM isn’t just a database. It underpins how your charity engages with supporters, manages donations and delivers impact. Yet many migrations fail because those using the system daily feel left out of the process.
When CRM migration is viewed purely as a technical or IT task, it’s difficult to secure the cross-organisational support needed to embed lasting change.
How to avoid it: Treat the migration as a strategic programme. Build a cross-functional team with representation from fundraising, marketing, operations and data teams. Show how the new system will help each team meet their goals.
3. Inadequate planning
CRM migrations can feel deceptively simple at first – until they’re not. A lack of detailed planning leads to missed deadlines, budget overruns and serious stress for your teams.
Without proper governance, you risk gaps in accountability, unclear priorities and a loss of momentum.
How to avoid it: Create a clear project plan with defined phases, owners, risks and milestones. Assign roles and establish escalation routes. Be realistic about internal capacity and allow buffer time for problem-solving and refinement.
4. Overly ambitious scope
Some charities treat the CRM migration as the perfect time to fix everything – restructure data, change reporting, rewrite business processes and upgrade user permissions all at once.
While the intention is good, overloading the scope can lead to delays, poor adoption or system failure.
How to avoid it: Prioritise what you need to launch successfully. Capture the longer wish list for post-launch improvements. Focus on enabling continuity and essential functionality.
5. Insufficient testing and backup
No matter how strong your configuration or data prep, something will go wrong if you skip testing. From mismatched fields to broken automations, minor issues can snowball without a proper trial phase.
And if you haven’t backed up your data? That’s a risk you don’t want to take.
How to avoid it: Run test migrations, with real data. Build a user acceptance testing (UAT) plan that mirrors real-world processes. Make sure you have a full, verified backup before going live.
Final tip? Take your time – successful CRM migrations can take a few months and, with a strategy led, data-first approach, you’ll be in the best position to avoid the above pitfalls.
If you need help conducting a data audit and developing a CRM strategy, or you’re experiencing challenges mid-migration – we can help, contact us.
In the meantime, download our CRM migration survival guide for more tips or read our blog to assess if your data is migration-ready.
