CRM Health Score
A CRM full of stale records is worse than no CRM, because it produces forecasts people believe. This scores the seven things that actually determine whether yours is working.
What makes a CRM healthy?
A healthy CRM is one where the data reflects reality closely enough that decisions made from it are sound. In practice that comes down to seven things: leads are captured automatically rather than typed in, first response is fast and measured, follow-up continues to a defined end, every record has an owner, duplicates are controlled, the pipeline reflects what is actually happening, and lost leads are recorded with a reason. A CRM failing on several of these is not a system of record — it is a place data goes to become out of date.
Methodology
How this is calculated
Published in full, so you can disagree with it. A tool that hides its model is a lead form.
- Twelve questions across five categories, scored 0–1 for maturity.
- Response and follow-up carries the highest weight because it has the most direct effect on revenue, and because it is usually the cheapest thing to fix.
- The overall score is the weighted average of category scores. The priority list shows your weakest answers with a specific action for each.
Assumptions and limits
- Self-assessment. Sales teams typically report follow-up discipline as better than the CRM data shows.
- The scoring does not consider which CRM you use. Every problem in this list occurs on every platform.
- A low score is far more often a process and automation problem than a software-selection problem.
FAQ
Questions about this tool
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