Whose CRM is it, anyway?

I’ve seen this a few times now:

One staff member builds out the CRM. They know the data, the quirks, the workarounds. And without meaning to, they become the only one who really knows how it all fits together.

It works — until that person’s out sick. Or on leave. Or moves on.

That’s when everyone else realizes:
We don’t just have a system. We also have a dependency.

Here’s the thing:

This isn’t about blame. It’s just a reminder that the more shared the knowledge, the stronger the system.

If you want your CRM to keep serving your team — even through transitions or growth — it helps to invest in clear documentation, role-sharing, and regular check-ins.

Because one day, someone else will need to know how it works.

And it’s a gift to them if you’ve already made that easier.

All the best,
A.