The SaaS User Adoption Gap

Something we’ve learned over our many years in software: selling prospects on our CRM solution is only half the battle – maybe not even half. Once they buy in, that’s when our most important work begins.?

Why? Because a CRM is only as useful as you make it.

If we aren’t helping our newest customers make the most of our solution within their live environment, they won’t be customers for long— and with a subscription model, longevity is our priority, not the initial registration.

Many CRM implementations fail not because the technology is flawed, but because the user experience isn’t prioritized.

Users register, go through an onboarding flow, and get left to their own devices. In far too many cases, that means they never even start using it, and if they do, they don’t use it to its full potential. Both lead to the end of the long-term relationship: either sooner, because they cancel due to lack of use, or later, because missing out on features causes them to cobble disparate systems together to meet their needs (even if we already address them) and eventually move to something simpler down the line.

So why does this happen? And more importantly, how do we fix it? Let’s talk about what we’re doing and have done to address this problem at Act!.

Common Pitfalls of CRM Adoption

To fix the problem, we need to first understand why it’s happening. Let’s talk about a few of the things we noticed were sometimes holding our customers back in the first place:

1. Complexity Over Usability Many CRMs are packed with features, but when users struggle to navigate the system, they simply won’t stick with it. In a lot of cases, they give up before they even take the time to see what features are even there. Simply put, it needs to be simple. Overly complicated interfaces, unclear workflows, and unnecessary steps create friction—pushing teams back toward spreadsheets or other makeshift solutions they’re already familiar and comfortable with.
2. Lack of Personalization A one-size-fits-all CRM rarely works well for every team or operating environment.?

At just one company, for example, their sales, marketing, and customer service departments each have unique needs, but many platforms fail to adapt to their specific internal workflows and sub-workflows. When users have to constantly adjust their processes to fit the tool (rather than the other way around), frustration builds.?

1. Poor Onboarding and Training If onboarding is just a generic tutorial or a long list of features, most users won’t retain what they need to be successful. Without clear, role-specific guidance, our customers and their internal teams can be easily overwhelmed—leading to slow adoption and, eventually, abandonment.
2. Clunky Setup Process CRMs are supposed to save time, not create extra work. And new users have a limited tolerance for setup work. We all do – and our tool is no exception. Everyone knows some initial work will be required when trying out anything new, but they’re still at the point where it’s easier to back out than dig in. If we push too hard and make it difficult from the beginning, we may push them right back out the door.?

Note: The initial crossover between old systems and new can be burdensome — even if there is an easy mass file import process, there’s a lot of fear in the beginning. Fear that we’ll cloud a new system with bad data, the import will go wrong, or that we’ll make mistakes. These fears can be debilitating – cause adoption to stall or never get off the ground in the first place – meaning we need to do everything we can to assuage them.

1. Clunky Upkeep Even if the initial import goes well, if the SOPs and upkeep aren’t clear or consistent, we’ll lose that long-term battle for usefulness. People will either avoid updating the system or enter incomplete data, limiting its effectiveness.

How We’re Closing the CRM Experience Gap in 2025

We know that a CRM and its longevity are only as powerful as its users’ ability to make the most of it. That’s why we’re doubling down on a more intuitive, personalized onboarding experience to ensure businesses can get up and running faster and with less friction.

Here’s how we’re making that happen:

• Customized Onboarding Instead of a generic setup process where we give basic training videos and manuals, we’re treating the CRM implementation as part of the sales process, making sure you know how to fit it within your business and processes before leaving you to your own devices. That means we are working to make sure it performs for you and you know what you’re doing from day one. Whether you’re a service-based real estate business with long-term workflow needs, a landscaping business with both recurring and one-off projects, or something beyond or in between, our onboarding adjusts Act! to your specific workflows from day one.
• Guided, Hands-On Training We’re reducing the learning curve with training that meets our users where they are. From smart tooltips to industry-specific use cases, we make sure you have a clear, actionable path to success.
• Automated Data Entry & Smart Integrations Manual data entry shouldn’t slow you down. Our CRM integrates seamlessly with so many of the tools you already use, helping you capture customer interactions automatically—so your team can focus on what they do best instead of tedious admin work. And we can help you set these tools up from the get-go so there’s no downtime or unnecessary duplicate entry processes.
• User-Centric Design Enhancements A CRM should work the way your team does—not the other way around. We’re refining our integrations to be more intuitive, more customizable, and easier to navigate, ensuring that everyone, from first-time users to experienced pros, can work with Act! efficiently. Click here to read more about our recent enhancements.

The Goal: Faster Time to Value

When a CRM is seamless to use, easy to adopt, and built around your team’s needs, it’s not just another tool—it fuels business growth. And if your business bottom line is taken care of? We trust that ours will take care of itself. That’s how we work best — together.?

Want to see how we’re transforming the CRM experience? Start your free trial today.