Quick question: If I asked your sales team to show me the tools they use during a customer call, what would they open?
I already know the answer. Because I asked this exact question to a VP of Sales.
Here’s what happened.
The Rep Who Had It All Figured Out
Sarah (not her real name) was happy to show me. “Sure,” she said, sharing her screen. “Let me just pull up the account…”
Salesforce loaded. Seven seconds. (I timed it.)
Then, almost instinctively, she opened three Excel files:
- CustomerNotes_Final_v3.xlsx
- MyPipeline_Updated.xlsx
- FollowUp_Tracker.xlsx
Salesforce sat there in the background. Technically open. Technically being “used.”
But when she needed actual information during the call? She went to her spreadsheets.
Every. Single. Time.
They’re Not Avoiding Your CRM
Here’s what struck me: Sarah wasn’t being difficult. She wasn’t “resisting technology.” She wasn’t one of those people who “just doesn’t get it.”
She’d built a better system.
Not because she’s a spreadsheet genius. Because your CRM made her work harder, not easier.
Think about what using your CRM probably requires:
- Multiple clicks to find basic information
- Mandatory fields that don’t help close deals
- Dropdowns with 47 options when 3 would do
- Load times that kill momentum
- Mobile apps that barely function
Now think about what her spreadsheet gives her:
- Instant access to what she needs
- Only the information that matters
- Organized exactly how she thinks
- Works offline, works fast, works everywhere
She didn’t reject your system. She just needed to get her job done.
The $250,000 Shadow System
I call this phenomenon “The Shadow CRM” – the parallel system your team builds because your official one doesn’t serve them.
And it’s costing you more than you think.
Let’s do quick math:
If you have 20 people spending just 30 minutes a day maintaining their personal systems: updating spreadsheets, copying data, reconciling differences, that’s:
- 10 hours daily
- 2,500 hours annually
- At $100/hour loaded cost: $250,000 per year
That’s just the time cost.
Add your CRM license fees. Your integration costs. Your admin’s salary. The consultant who built workflows nobody uses.
What are you actually getting for all that investment?
A system that helps management track activity while your team maintains their real database elsewhere.
The Question That Changes Everything
Here’s what I’ve started asking leadership teams:
“If your CRM disappeared tomorrow, what would your team actually miss?”
Not “what do they use because they have to.” What would they genuinely want back?
Usually there’s a long pause.
Because the honest answer is: not much.
- The opportunity tracking? Already in spreadsheets.
- The customer notes? Personal files.
- The pipeline visibility? Better version in Excel.
- The reporting? Management wants it, but does the team?
Strip away everything your team uses only for compliance, and you’re left with your real feature list.
Everything else? Just expensive cargo.
What I Learned From Your Best Performer
The most revealing moment in any CRM assessment is when I ask to see how your top performer works.
Last month, I discovered one had built an entire customer engagement system in Google Sheets. Color-coded health scores. Automated reminders. Relationship maps. Everything.
It was brilliant.
And completely invisible to the $80K/year enterprise CRM instance.
When leadership found out, their reaction was predictable: “Why isn’t this in Salesforce? We paid for Salesforce!”
But here’s the better question:
Why did your best person spend personal time building a better system?
Not because she was being difficult. Not because she didn’t understand “the importance of data.”
Because your CRM made her less productive.
Think about that: Your best performer – the person you most want to retain – found your system so unhelpful that she invested her own time building an alternative.
That’s not a training problem. That’s a design problem.
Real Adoption vs. Adoption Theater
You know what real adoption looks like?
- People open the CRM first thing in the morning (not email)
- They reference it during calls without hesitation
- They get frustrated when it goes down because it disrupts their work
- They suggest improvements because they’re invested
- New hires ask “how do I do this in the CRM?” not “where’s the template?”
Real adoption means the system is so useful that using it is easier than working around it.
Everything else is just compliance theater. High login rates with low trust in the data.
What You Can Do This Week
Here’s my challenge to you:
Ask three of your best people to show you – really show you – the tools they use to get work done. Not what they’re supposed to use. What they actually use.
Don’t judge. Just observe.
You’ll probably discover your team has already built the CRM they need.
It just doesn’t have your vendor’s logo on it.
And that tells you everything you need to know about what to fix.
Question for you: If you’ve seen shadow systems in your organization, I’d genuinely love to hear about it. Comment or DM me. I read every response.
P.S. – If you’re dealing with this exact issue and want to talk through it, feel free to reach out. No sales pitch, just happy to help you think through what you’re seeing.
